Managing Difficult Customer Situations with Confidence – 1-Day Virtual Training
Limited-Time GOLD Corporate Member Offer
🎯 Managing Difficult Customer Situations (MDCS)
🕐 1-day live virtual course
📚 Role playing + real-world scenarios
✅ No exam — optional completion certificate available
🙋♂️ Perfect for support, service desk, and contact centre teams
📅 Scheduled monthly — limited seats per session
Special Price Offer
🔥 Was: $1000 Ex Gst
🔥 Now: Free
🎓 Mode: Live Instructor-Led
🎓 Bonus: eLearning Included
📍 Duration: 1 Days
Managing Difficult Customer Situations with Confidence – 1-Day Virtual Training
Limited-Time GOLD Corporate Member Offer
🎯 Managing Difficult Customer Situations (MDCS)
🕐 1-day live virtual course
📚 Role playing + real-world scenarios
✅ No exam — optional completion certificate available
🙋♂️ Perfect for support, service desk, and contact centre teams
📅 Scheduled monthly — limited seats per session
What Our Customers Are Saying
What you will learn
Learn the Skills to Ease the Pain — for Everyone
We all face difficult conversations — especially in customer service.
Whether it’s an upset caller or an unreasonable demand, how your team handles the situation can either damage or strengthen the relationship.
This course provides proven frameworks and practical tools to help staff:
- De-escalate conflict
- Communicate with confidence and empathy
- Manage stress
- Protect their mindset under pressure
Why Choose HDAA?
At HDAA, we are committed to providing top-quality training that ensures you gain practical ITIL knowledge and achieve certification success. Our course is designed to be engaging, interactive, and industry-relevant, giving you the skills to excel in IT service management.
What Sets Us Apart?
- Expert Instructors – Learn from certified ITIL professionals with real-world experience.
- Live, Interactive Sessions – Engage in discussions, case studies, and Q&A sessions.
- Comprehensive Study Materials – Get access to official ITIL 4 content and practice exams.
- Exam-Focused Approach – Structured training to help you pass the ITIL 4 certification exam.
- Flexible Online Learning – Join from anywhere with our instructor-led virtual sessions.
Why It Matters
Better Conversations = Better Results
When difficult situations are handled well:
- Escalations drop
- Staff feel supported and less stressed
- Customers feel heard — and stay loyal
- Managers spend less time firefighting
- Teams build resilience and confidence
Who’s Eligible?
This offer is available to select HDAA member organisations — particularly those with Gold Corporate Memberships.
✔️ No cost to attend the course
✔️ Open to all team members under your membership (10–100+)
✔️ Sessions capped at 10 seats for quality learning
✔️ Multiple sessions available monthly
✔️ Available for a limited time only
Not sure if you’re eligible? We’ll confirm it when you register.
Reserve Your Seat Now
Current dates available:
The Managing Difficult Customer Situations (MDCS) Instructor-led training dates available are the following:
Please submit your form with the date you want to attend.
Frequently Ask Question
Is this course virtual or in-person?
It’s delivered live, online via video conference with breakout sessions and real-time interaction.
Can I enroll just one person?
Yes, individuals and teams are both welcome — but seats are limited to ensure a quality learning environment.
Does this course include a certification?
No formal certification is included, but we’ll issue a completion certificate on request.
How long is the course?
One full day — typically 9:00am to 5:00pm with breaks.
