Loading Courses
  • This course has passed.

All Courses

Managing Difficult Customers – July 2021

July 6 @ 1:00 PM - July 7 @ 5:00 PM AEST | $497.00
How to handle difficult customers training course in July 2021


The numbers below include tickets for this event already in your cart. Clicking "Get Tickets" will allow you to edit any existing attendee information as well as change ticket quantities.
Tickets are no longer available

July 2021 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.

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 not having the right skills can, and is, a daunting experience for anyone.

We even need to consider our internal viewpoints and belief systems to ensure we can manage the situation well and not take things too personally (a common outcome) or slip into chastising or blaming the customer that can be both personally and professionally damaging.

And whilst there always been angry and difficult customers since the age of time, COVID has certainly seen a global increase in people’s stress and frustration levels ensuring your staff are equipped with the right skills to handle these situations has never been more important.

Managing Angry Customers online Training Course in July 2021

Learn how to handle difficult situations

Our July 2021 Managing Difficult Customers Training Courses teaches you 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, through to learning 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 course involves workshop exercises, quizzes, role-plays, videos, examples and more to make the course enjoyable and bring the learnings to life.

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 this course check other upcoming dates >

July 2021 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?

July 2021 manage angry customers online course

The July 2021 Managing Difficult Customers training course is designed to equip students with the skills to manage any difficult situation when dealing with customers 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
  • Administration/Office staff
  • Education/Teachers
  • Retail/counter staff
  • Small Business owners
  • Sales/Account Management
  • Complaints teams
  • Team Leaders
  • Managers

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

Built for online training!

Whilst we have delivered this course face to face in a classroom setting (in a pre-COVID world!) for decades, we have now adapted this course to be delivered online using Zoom teleconferencing.

Our July 2021 Managing Difficult Customers course teaches students 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 sessions with a total of 8 hours of facilitated live training by world-renowned customer experience trainer Daniel Ord.

And don’t worry, we include some short breaks!

July 2021 Managing Difficult Customers online training course

Four Powerful Customer Complaint Handling Modules

The July 2021 Managing Difficult Customers course comprises 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 you 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?

A great customer experience requires more than just complaint handling skills. If you’d really like to wow your customers, check out our Customer Service Excellence training course – 16 hours of live facilitated training equipping you with the fundamental skills required to provide outstanding customer service.

About Your Trainer

Your trainer for the July 2021 Managing Difficult Customers course is Daniel Ord from OmniTouch International  the leading 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 contact centre publications and 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.

July 2021 Managing Difficult Customers course trainer Daniel Ord

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 

We take enormous pride in all the training courses we run with the latest Google reviews listed below.

CX Skills
Based on 24 reviews
powered by Google
Keira Smith
Keira Smith
02:55 29 Nov 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much... better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!read more
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
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
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
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.

CX Skills 500 x 160

How and when it’s delivered

The July 2021 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.

July 2021 Managing Difficult Customers training course

The July 2021 Managing Difficult Customers Training Course will be conducted on:

  • Session 1 –  Tuesday 6th July 2021, 1:00 pm to 5:00 pm AEST
  • Session 2 – Wednesday 7th July 2021, 1:00 pm to 5:00 pm AEST

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

Purchase now:

Tickets to the July 2021 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.


July 6 @ 1:00 PM AEST
July 7 @ 5:00 PM AEST
Course Category:
Course Tags:


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