Dealing with Difficult, Angry or Aggressive Customers

Handle even the most difficult customers with confidence and care, and build a reputation for excellent customer service.

  • Consider the personal and environmental factors that can lead to customers being difficult, angry or aggressive.
  • Identify the workplace factors that affect your ability to deal with these customers.
  • More confidently manage your initial reaction to customers.
  • Respond to conflict without escalating the conflict.
  • Use collaborative communication techniques to defuse the conflict and create positive outcomes.
  • What is covered in the course?

    • The difference between difficult, angry and hostile/abusive customers.
    • Workplace and environmental factors that impact your ability to deal with difficult, angry or aggressive customers.
    • How conflict escalates: the three R's of conflict.
    • Evaluating how you currently manage conflict.
    • Managing your emotions and staying calm under pressure.
    • Demonstrating empathy and understanding through reflective listening.
    • Gathering information by using effective questioning.
    • Using collaborative language to defuse conflict.
    • Working with customers to solve problems and achieve mutually agreeable outcomes.
  • Should I attend?

    Professionals wanting to handle difficult customer situations better – regardless of their level – should attend.

  • How will I benefit?

    This course will show you how to use advanced verbal techniques to handle difficult customer situations with confidence and achieve better results with less stress.

    You will be able to manage customers from first complaint to resolution with a range of techniques that will apply to every customer interaction you have.

  • How will my organisation benefit?

    Your new skills will help your organisation save customer and stakeholder relationships they may currently be losing, and develop a name for providing great service.

    Need customised training for your organisation?

    Contact our team to discuss customising this course to meet your needs.


  • AQF Equivalence, Articulation Pathways CPD Points and Certification

    • You will receive a soft copy University of Adelaide Certificate of Completion.
    • This PACE course may contribute to earning Continuing Professional Development (CPD) points or credit. Many professional associations accredit CPD at a standard rate of 1 hour of professional development / learning = 1 CPD point. This should be used as a guide only and confirmation should be sought from your accrediting body prior to registration in any PACE course or program.
    Gary used a clear framework throughout the session and used scenarios. We had the chance to ask specific questions and he gave us specific tools to use.past participant

    What will I receive as part of this course?

    • Printed course book and materials (PDF copy for tablet on request)
    • Certificate of Completion and training record
    • Refreshments during the day, including a light lunch on full day courses

    What should I bring to the course?

    Our courses are designed to be work-related and interactive. Please bring current workplace examples related to this topic for use on the day.

    What further development can I do?

    We recommend Professional Telephone Skills or Professional Customer Services Skills.

    Want to do this course online?

    Dealing with Difficult, Angry or Aggressive Customers Online.

  • Available course dates:

  • Thursday, 29 September 2022 (9.00am - 4.30pm)

    Course Start Date: Thursday, 29 September 2022 (9.00am - 4.30pm)
    Location: L 7, 10 Pulteney St. Adelaide
    Gary Edwards LLB (Hons) CSP

    Gary is a corporate trainer, facilitator and coach, who specialises in helping business people to improve their performance by showing them how to communicate more effectively in critical situations: leadership, workplace culture, teams, sales, negotiation, conflict resolution and customer service. A former lawyer and trained mediator, Gary has over 20 years’ experience in education and consulting in the public and private sectors and in vocational training and higher education, as well as working as a researcher in workplace learning, change management and professional performance. He is a Certified Speaking Professional (CSP) – an internationally recognised level of certification from Professional Speakers Australia (PSA), the peak body for professional speakers in Australia. Less than 150 people in Australia hold the CSP designation. Gary is also an accredited Workplace Trainer and Assessor. Gary’s teaching approach is based on his twin beliefs that being able to work in collaboration with others is the key to personal and organisational success, and that it is the quality of the conversations that we have every day with other people that determines the level of that success. In delivering his programs he focuses on providing practical strategies and tools: the emphasis is on “how to do it”, not just “what to do”.

    Schedule number: 7913
    Required fees: Price
    Registration (GST Free)$660.00
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