Handling a Difficult Customer

We provide a range of nationally recognised qualifications (local government specific) and council-specific non-accredited short courses as well as other professional development training options.

Who should Attend?

Any frontline customer service operator who interacts face to face or over the phone with customers on a regular basis. Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively.

Learning Outcomes

Participants will learn how engaging customers properly can benefit both the employee and the customer. Effective customer service can change a company’s reputation for the better and through this workshop, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and happy to return to your business.

Short Course details

Short Course Topics
Cultivating a positive attitude
Managing internal and external stress
Develop the ability to listen actively and empathise
Build rapport with customers in person and over the phone
Understand the diverse challenges posed by customers
Develop strategies to adapt to challenging circumstances
Our instructor-led training course provides participants with an interactive session including group discussions, case study reviews and Question and Answer sessions. Our trainers can customise or tailor the course to your specifications or needs and deliver in-house providing you with a cost-effective and efficient training session.
Duration & location
Our standard structure for this course is 1 full day and can be delivered in any metropolitan or regional area of Queensland. Customisation is available based on individual council requirements.
Fees & Inclusions

Our training course will include:

  • Instructor-led training
  • Statement of Attendance
  • Course Workbook


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