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Dealing with Difficult, Angry or Aggressive Customers

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  • pace
  • Online Short Courses
  • Current: 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.
    Expand

  • 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.

    CONTACT US GET A QUOTE FIND OUT MORE

  • AQF Equivalence, Articulation Pathways CPD Points and Certification
    • Participants will receive a hard 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.

Enter our online learning space

Your course will be delivered via our virtual learning platform and includes the following:

  • access to online course materials and activities 1 week prior to live virtual learning session
  • online support and interaction with your facilitator and course coordinator
  • live virtual learning sessions with your facilitator
  • further self-learning resources to embed your learning
  • post course evaluation.

You will need:

  • computer or tablet
  • web browser Chrome or Firefox to view your course online
  • webcam, headphones and microphone
  • internet connection (broadband or 4G minimum)
  • notepaper and pen
  • a willingness to participate and engage with the instructor and other course participants
  • if your first language is not English, you must be equipped to demonstrate English Language Proficiency throughout your short course enrolment at a minimum IELTS Level 6.5 in all bands in line with the University of Adelaide’s Minimum English Language Requirements.

Available course dates:

 

No dates for this course are currently being offered. Please register your interest for future dates by emailing pace@adelaide.edu.au

PACE

Professional and Continuing Education

Address

Level 7, 10 Pulteney Street
THE UNIVERSITY OF ADELAIDE
SA 5005 AUSTRALIA

Contact

Phone: +61 8 8313 3268
pace@adelaide.edu.au

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  • Authorised by: General Manager, PACE
  • Maintained by: Web Maintainer, PACE
  • Last updated: 7 September 2021