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 truly equipped and have been trained 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 customer situations.
This November 2022 Managing Difficult Customers course does just that – empowering your employees with the skills and confidence to handle any difficult customer situation.
Our November 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’.
The November 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:
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 >
Whilst we’d been teaching this course for over 20 years 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 as you can read in the customer testimonials.
Our November 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.
The November 2022 Managing Difficult Customers course comprises of four key modules delivered over two 4-hour sessions on separate days.
Learn the differences between them all the different types of difficult customers and how to handle them including:
The Classic use of Listening:
We’ll teach our proprietary UNER (R) model that will guide you on:
We have a range of other courses suitable for customer service employees including How to Manage Difficult Customers, Customer Service Booster, Customer Service Phone Professional, Customer Service Excellence, Email Customer Service, Live Chat Customer Service and lots more!
The trainer for the November 2022 Managing Difficult Customers training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.
So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
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.
“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 saying ‘no’, 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!”
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership-related courses facilitated exclusively by industry professionals. We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.
The November 2022 Managing Difficult Customers course is delivered via Zoom Teleconferencing and users will be sent an electronic workbook (PDF) and Zoom link 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.
Dates don’t suit? Search for other available dates >
The November 2022 Managing Difficult Customers Training course is $497 per person ex GST for 8 hours of facilitated learning (2 x 4-hour sessions) delivered by global CX training expert Daniel Ord as well as a course workbook (delivered electronically).
Tickets can be purchased via credit card or invoice – just select your preferred option on checkout.