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Managing Difficult Customers – January 2022

Jan 27, 2022 @ 1:00 PM - Jan 28, 2022 @ 5:00 PM AEDT | $497


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Managing Difficult Customers (January 2022 class)
$ 497.00 ex GST

January 2022 Managing Difficult Customers course

Encountering difficult situations is an intrinsic part of dealing with customers & clients – whether they are internal or external to your business.

And with the frustrations of lockdowns and other COVID restrictions, there has been a noticeable increase in the stress levels of both customers and staff who are all learning to navigate in a new world filled with restrictions and mental health challenges that we’ve never experienced before.

But how many of us are equipped to handle those situations?

It takes a lot of confidence and skill to effectively manage angry or upset customers and yet most people have never been taught the skills and are left to learn by trial and error that often results in a poor outcome for the staff member, the customer and the business.

It’s also not uncommon for staff to fall back on their own internal viewpoints and belief systems and to take things personally that again, leads to a poor outcome for all parties.

Whilst equipping your staff with the right skills to handle these situations and taking care of their mental health has always been important, there really has never been a more critical time to provide your staff with the skills and confidence they need to handle a range of difficult situations.

An angry and frustrated customer in our January 2022 Managing Difficult Customers training course

Learn how to handle difficult situations

Our January 2022 Managing Difficult Customers Training Courses teaches staff how to identify the different types of difficult customers and situations, and then how to identify and apply the correct solutions with confidence.

From learning how to negotiate or how to say NO! effectively and with professionalism, the Managing Difficult Customers Training Course is the ideal program to help you or your team members handle difficult situations with grace and style

This course isn’t just a few words and phrases to use – it’s a comprehensive, high-quality program delivered over 2 x 4-hour sessions that will make a lasting lifetime impact.

As with all our CX Skills courses, this online course involves workshop exercises, quizzes, role-plays, videos, examples and more to make the course both enjoyable and, of course, to enable the learnings to be applied.

This is one of our most popular courses and it’s run both publicly (great for smaller numbers) and privately if you need to train larger groups, need more flexibility in the timing and would like to keep all the discussions ‘in-house’.

If you can’t make the dates for this public course, view other upcoming dates >

January 2022 Managing Difficult Customers Course Quick Highlights 

  • 2 x 4-Hour modules delivered online (via Zoom)
  • Learn skills & methodologies that can be applied across any industry.
  • Suitable for anyone who deals with customers, clients or stakeholders at any level
  • All delivered live by the world’s top contact centre & Customer Experience (CX) trainer Daniel Ord!

Who should do this course?

The January 2022 Managing Difficult Customers course is suitable for call centre workers, admin staff, retail staff and more as pictured.

The January 2022 Managing Difficult Customers training course is designed to equip course participants with the skills and confidence to manage any difficult situation when dealing with customers or colleagues regardless of the industries, products or services.

The course is suitable for anyone who deals with customers with typical roles including:

  • Contact Centre agents (sales or service)
  • Customer service staff
  • Retail/counter staff
  • Administration/Office staff
  • Education/Teachers
  • Small Business owners
  • Sales/Account Management
  • Complaints teams
  • Team Leaders
  • Managers

Please note this entire course is specifically focused on dealing with difficult customers and situations. If you also need to learn more generic customer service skills, check out our customer service training programs >

Built for online training!

Whilst we used to deliver this course face to face in a classroom setting (in a pre-COVID world!) we have now fully adapted this course to be delivered online and have been successfully doing so for the past two years. So don’t worry, it’s still just as effective!

Our January 2022 Managing Difficult Customers course teaches course participants how to identify and manage difficult customers and situations with confidence.

This isn’t just boring textbook and video training – this course is delivered over 2 x 4-hour comprehensive sessions with a total of 8 hours of live training by world-renowned customer experience trainer Daniel Ord.

Short breaks are included to ensure our training is delivered effectively.

A person on the computer attending our online January 2022 Handling Difficult Customers training course

Four Powerful Customer Complaint Handling Modules

The January 2022 Managing Difficult Customers course comprises of four key modules:

Module 1. Considering Human Behaviour

  • Using Transactional Analysis to understand Customer behaviour and our own behaviour
  • The issue of changing someone else’s character
  • The issue of ‘satisfying’ an Unhappy Customer

Module 2. Classifying the Classic Types of Difficult Situations

Learn the differences between them all the different types of difficult customers and how to handle them including:

  • The Abusive Customer
  • The Irritating Customer
  • The Unhappy Customer

Module 3. Service Skills Requirements 

The Classic use of Listening:

  • Deciding whether to use Empathy or Affirmation
  • What are the 5 levels of Empathy?
  • What you must do when interacting with someone who is upset

Module 4. Understanding your solution options

We’ll teach our proprietary UNER (R) model that will guide you on:

  • How to Say YES
  • How to say NO
  • How to explain WHY
  • How to provide a Conditional or Creative YES
  • How and when to Escalate

Need to deliver an amazing customer experience?

Whilst this course can be completed as a stand-alone module, we also offer a range of  Customer Service courses designed to equip your staff with the skills to deliver exceptional customer experiences.

About Your Trainer

The trainer for the January 2022 Managing Difficult Customers course is Daniel Ord from OmniTouch International the leading Customer Experience and Contact Centre trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading industry publications and prior to COVID, he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on LinkedIn.

A picture of Daniel Ord, the trainer for the January 2022 Managing Difficult Customers course

Watch the Video

We recorded a short video with the CEO of CX Skills, Justin Tippett and course facilitator Daniel Ord providing some additional insight about the course.

Course Testimonials 

This is one of our most popular courses with hundreds of course participants throughout 2021 with just a sample of some of the testimonials we have received below.

Monica Malgarini testimonial

“Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The Managing Difficult Customers training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.” – Monica Malgarini, QLD Corrective Services

Amanda Customer Testimonial Managing Angry Customers

What a fantastic, informative, fun and mind-changing course! Loved every minute of it and learned so much; things that will remain with me for a very, very long time. Having a presenter like Daniel Ord, who made the whole course so engaging, makes all the difference. I can honestly say, this is the best course I have ever attended. A special thank you also goes out to Justin and Marcus! –  Amanda, Enrolment Officer, Harrisdale Secondary School

Badri Pokhrel testimonial for managing difficult customers course

Thank you team! It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. Highly recommended! – Badri Pokhrel, SDA Service Delivery Manager, Multiple Sclerosis Ltd

Katherine testimonial for the managing angry customers course

Really enjoyed the course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.– Katherine Robshaw, Education Department.

“This course was really engaging and very well organised. Daniel was amazing, and I didn’t ‘zone out’ once, a sign of an excellent trainer. Really enjoyed the course and learnt lots, particularly liked the examples of situations where certain vocabulary is acceptable. Made the course sink in.”

“I just wanted to email you in thanks as I have found your recent training session very helpful! I have been able to use UNER(R) very effectively, where previously I had problems sayingno’, generally going into far too much detail on my explanation.  This has helped stop at least two complaints and I‘ve also been using the Human Touch in more of my emails 😀 .        

Hi Daniel, just wanted to say thanks for the brilliant workshop. Was lovely to meet you and it’s always a pleasure to learn new techniques, perspectives and ways of working.”

“It was a really fun and exciting training course and I will be able to apply all these methods now and in my future career.  Loved the tips on how to deal with the especially fussy guests!”.

“Very good and interactive – fun but full of knowledge.”

“The training was really fun but more importantly I learned a lot of techniques that I’ve been able to use on lots of my calls which has made my job a lot easier – thanks!”

Customer Testimonials 

At CX Skills we run a number of Customer Experience and Contact Centre courses and we take enormous pride in our customer testimonials with the latest Google reviews listed below.

CX Skills
Based on 23 reviews
powered by Google
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and... explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!read more
GVW Intranet
GVW Intranet
04:48 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained... things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helenread more
Jim Rodd
Jim Rodd
00:00 14 Sep 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres... from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.read more
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also... customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!read more
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel... was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.read more
Eva Palfi
Eva Palfi
16:53 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I... can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.read more
Rory Lynch
Rory Lynch
04:45 29 Mar 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have... taken so much away. I want to thank everybody involved with CX Skills.read more
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training... to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.read more
Chris Remnant
Chris Remnant
03:58 25 Feb 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a... sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!read more
Elena Prenner
Elena Prenner
22:06 03 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Sheree Laursen
Sheree Laursen
04:48 03 Feb 21
The Contact Centre Management course was full of practical help and advice. The trainers were very knowledgeable and... tailored the course to the participants needs. It was very enjoyable and well thought out course.read more
Nicole Field
Nicole Field
05:25 02 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant.... Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.read more
Adrian Powell
Adrian Powell
09:44 25 Jan 21
Daniel, Marcus and Justin provided an outstanding course that was presented professionally and engaging. It was great... to attend a training course that enabled time to ask relevant questions, obtain reassurance and seek clarification from other participants.Though the session was run via Zoom, I felt Daniel engaged with the attendees in such a way that it encouraged networking opportunities and learn from each other as well as supporting each other in progressing theory into current real life examples.I look forward at seeing what other courses CX Skills can not only me but other team members.Cannot speak enough about the after course work and the offering Justin provides for the CX community. Look forward to seeing you a future session... Maybe the QA development session later this year!read more
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at... the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.read more
Sarsha S
Sarsha S
23:39 22 Dec 20
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. ... Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.read more
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
04:06 30 Nov 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with... customers, but also day to day life.read more
Linda P
Linda P
04:52 16 Nov 20
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present... this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.read more
Next Reviews

About CX Skills

CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.

As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.

How and when it’s delivered

The January 2022 Managing Difficult Customers course is delivered via Zoom Teleconferencing and users will be sent an electronic workbook (PDF) prior to the course commencing. This is a public course meaning it is available for anyone to book and the dates and times are fixed to enable you to plan ahead.

If you have large numbers to train or would like to have more flexibility on the dates, times and content refer to our private options.

An image of a clock displaying the dates and times for the January 2022 Managing Difficult Customers training course

The January 2022 Managing Difficult Customers Training Course will be conducted on:

  • Session 1 –  Thursday 27th January 2022, 1:00 pm to 5:00 pm AEDT
  • Session 2 – Friday 28th January 2022, 1:00 pm to 5:00 pm AEDT

Pricing and Payment Options

The Managing Difficult Customers Training course is just $497 per person ex GST for 8 hours of facilitated learning (2 x 4-hour sessions) delivered by global CX training expert Daniel Ord.

Want to register more than 3 staff?

Save 15% when booking for 3 to 5 staff in the same transaction (note: the discount will be applied on the final checkout page).

Save 20% if you register 6 or more staff in the same transaction (note: the discount will be applied on the final checkout page).

Purchase now:

Tickets to the January 2022 Managing Difficult Customers course can be purchased instantly using a credit card at the top of this page (click the blue ‘Get Tickets’ button).

If you would rather be sent an invoice for payment, order over the phone, enquire about this course being delivered privately or have further questions please call our Australian Based customer service team on +61 3 9008 7287 or send us a message now >

We’re open between 8:30 am and 5:30 pm AEDT Monday to Friday.


Jan 27, 2022 @ 1:00 PM AEDT
Jan 28, 2022 @ 5:00 PM AEDT
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CX Skills
+61 3 9008 7287
View Organiser Website


Course Completion:
Two Days
Best suited for:
Induction/new starters, Future/Emerging Leaders, Team Leaders, Managers, Executives, CX Professionals
Daniel Ord
Session Duration
4 Hours
Number of sessions
Total Course Hours