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Managing Difficult Customer Situations

Date: 29 Apr 2020, 9:00 am-5:00 pm
Venue: Hotel George Williams, Brisbane CBD
Availability: Public
Prerequisites: None
Certification Exam Information

Membership Level Price (per attendee)
Non-Member $1155.00
Platinum Member $900.90
Gold Member $952.88
Silver Member $981.75
Bronze Member $1016.40
Virtual Member $1039.50

Dealing with difficult customer situations can be extremely challenging. This course will give you or your staff an insight into the mechanics of difficult behaviours and how you can develop and implement simple yet effective strategies to better manage these situations. Give your staff the skills to turn a bad situation into a positive experience. Increase customer satisfaction and decrease your staff stress levels.

This is a one day course with lots of examples and role playing to assist your staff in feeling comfortable with all sorts of difficult situations.

This course is not a certification course and therefore does not have an exam associated with it.
Course completion certificates will be supplied on request.

Course Outline

Unit 1    Introduction

    Difficult Customer (Internal and External) Situations
    Code of Conduct
    Role of the Service Provider

Unit 2    Preventing Dissatisfaction

    Total Contact Ownership
    Best Practice Call Management

Unit 3    People Being People

    Emotional Intelligence
    Your Customer’s Psychological Need
    Breaking the Rules
    How to say 'No'

Unit 4    The Importance of Communication 

    The Communication Process
    Vocal Elements
    Active Listening and Questioning
    Customer Competency Levels

Unit 5    Handling Difficult Customer Behaviours

    Practical Learning Activities

Unit 6    Stress Management

    The Physical Side
    The Mental/Emotional Side

Who Should Attend

Anyone working in or looking to work in a contact centre, service centre, helpdesk or support centre. Perfect for new recruits or as a refresher for experienced staff.

Further Details:


This course is not a certification course and therefore does not have an exam associated with it.
Course completion certificates will be supplied on request.

Return to our Training Calendar.

Cancellation & Transfer Policy.

Onsite Training Option

This course is also available as on-site training. On-site training is held at your venue and only requires a room suitably sized for the number of attendees that you have, with a whiteboard, screen and data-projector.

For an On-site training quote, please contact HDAA on T: 1300 130 447. 

For HDAA member pricing please view training course fees in the Price Guide


Public:(Non Member) $1155.00 (inc GST)
This course is not currently available online