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of organisations
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Source - HDI Report

About the Knowledge Base

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Managing Difficult Customer Situations Course (MDCS)


Training Course Duration: 1 day

Onsite Training

Prerequisites: None


DownLoad Brochure
Enquiry For:  Onsite course  


Dealing with difficult customer situations can be extremely challenging. This course will give you 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 available as an on-site training option only. 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.

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.

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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
  •     Filters
  •     Vocal Elements
  •     Active Listening and Questioning
  •     Customer Competency Levels

Unit 5    Handling Difficult Customer Behaviours

  •     Examples
  •     Practical Learning Activities

Unit 6    Stress Management

  •     The Physical Side
  •     The Mental/Emotional Side

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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.

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Further Details:

Complete our On-site Training Quote Enquiry Form for further information, or please contact HDAA on T: 1800 283 992.


Cancellation & Transfer Policy

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- View our Learning Methods.

- View our Exam Information.