This course is rated 4.9 out of 5.0 from the latest 39 genuine reviews!
September 2025 Managing Difficult Customers training course
The Gold Standard in Managing Difficult Customer Situations
The September 2025 Managing Difficult Customers course is designed to equip employees with the skills and confidence to handle tough customer interactions professionally and effectively.
Whether dealing with external clients or internal stakeholders, employees are increasingly facing heightened frustrations, rising stress levels, and more demanding customer expectations.
With the ongoing pressures of cost-of-living increases, financial stress, long wait times, and rising customer expectations, customers are more impatient and demanding than ever. Employees, in turn, are struggling to cope—leading to burnout, disengagement, and poor customer experiences.
But here’s the problem:
Most employees have never received proper training on handling difficult customers.
They’re often left to figure it out on their own—leading to stress, conflict, and poor outcomes for both the customer and your business.
Many employees take these interactions personally, which affects their confidence, mental well-being, and performance.
That’s Where This Course Comes In
The Managing Difficult Customers course is laser-focused on equipping employees with the specialised skills and confidence to handle any difficult customer interaction with proven, practical strategies.
Not general customer service or sales training – This course is exclusively dedicated to handling difficult customers.
Taught by a global expert – Live, interactive training facilitated by Daniel Ord, one of the world’s leading CX trainers.
Immediate impact – Employees walk away with real-world techniques they can apply instantly to de-escalate conflict, maintain professionalism, and stay in control.
If your employees are struggling with angry, upset, or unreasonable customers, this public course is the gold standard in transforming stressful interactions into professional, controlled conversations.
September 2025 Managing Difficult Customers Course Fast Facts
This high-impact public training course is designed to equip your employees with the skills, confidence, and techniques needed to handle challenging customer interactions professionally and effectively. See why this course is a must-have for your team:
8-hour course: Delivered across 2 x 4-hour sessions on separate days for better retention.
Designed for all customer-facing employees: Suitable for anyone who interacts with customers, clients, or stakeholders at any level.
Industry-agnostic skills: Practical methodologies applicable to any industry, role, or customer-facing environment.
World-class training: Delivered live and online by leading global CX & contact centre expert Daniel Ord.
Public course with diverse attendees: This course brings together professionals from various industries, offering a rich learning experience with different perspectives and real-world insights.
Fixed schedule for planning certainty: The April 2025 session has set dates and times, making it easy to schedule around your work commitments.
Private training available: If you need to train a larger team or require a customised approach, private training options can be arranged. Contact us for details.
The BEST course I've ever done!
In all my years of customer service, and we are now in the 4th decade of customer service, I have never done a course that answered so many questions I didn’t know I even needed an answer to.
Without a shadow of doubt, hands down, dead set – this was the BEST course I have ever taken about how to do my job. EVER.
Meeting Daniel and drinking up his enthusiasm for his work has re-sparked my desire for my job. I now have the tools and the understanding that I never had before, or if I had been given the tools, they were not explained very well, because now I get it. I get it, I never did before.
The TED talk, which I watched a couple of times over already, was perfection and I think everyone should watch it. Brilliant. I could go on.
The four of us from Dulux think this was amazing and to quote one of us, “Daniel is in the right profession.” Thank you.
Technical Adviser
Dulux Group
Designed for Live Online Learning – Interactive & Engaging
We understand that online training can sometimes feel less effective than in-person sessions. However, when done right, it’s just as engaging and impactful – if not more!
The September 2025 Managing Difficult Customers course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
Live, interactive training: Delivered via Zoom or Teams, employees engage in real-time discussions, breakout exercises, and hands-on activities.
Engaging & practical approach: Employees take part in dynamic discussions, expert-led coaching, and real-world case studies – this isn’t a passive webinar, but an interactive learning experience designed to drive real results.
Structured for better retention: Two 4-hour sessions allow employees to absorb key concepts without the fatigue of a full-day workshop.
Train from anywhere: Whether in the office, at home, or across different locations, employees can join seamlessly with no travel required.
Global best practices: Learn cutting-edge techniques from a world-leading expert with international experience.
Delivered exclusively online: Taught by one of the world’s leading customer service trainers, Daniel Ord. Originally from the US and based in Singapore for over 20 years, Daniel has extensive experience training Australian organisations and delivering global best practices.
Designed for maximum engagement and real-world application, this training ensures employees walk away with practical skills they can apply immediately to manage difficult customer interactions more effectively.
Who Should Attend?
The public September 2025 Managing Difficult Customers course is designed to equip employees with the skills and confidence to manage any difficult situation when dealing with customers or colleagues, regardless of the industry, products, or services.
As such, it’s suitable for anyone who regularly interacts with internal or external customers, whether over the phone or in-person. Typical roles that will benefit from this course include:
- Receptionists & Front Desk Employees
- Customer Service Representatives (face-to-face & phone-based)
- Retail & Hospitality Staff
- Contact Centre Agents (sales, service & support roles)
- Administration & Office Staff
- Personal Assistants & Executive Assistants
- Healthcare Professionals & Support Staff (reception, nurses, allied health, etc.)
- Education Staff & Teachers
- Small Business Owners & Operators
- Sales & Account Management Professionals
- Complaints & Escalations Teams
- Billing & Collections Teams (handling overdue accounts & disputes)
- Public Sector & Government Employees (who interact with the public)
- Team Leaders & Supervisors
- Managers & Senior Leaders (who need to handle internal & external conflicts)
- Security & Concierge Staff (dealing with frustrated visitors or customers)
- Real Estate & Property Managers (handling tenant & owner complaints)
- Legal & Financial Services Representatives (dealing with emotionally charged situations)
- Trades & Field Service Workers (who interact directly with customers on-site)
Regardless of industry or job title, if your employees deal with customers, clients, or stakeholders in any capacity, this course will provide them with the essential skills to handle difficult interactions with confidence and professionalism.
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 (which can include a short module on managing difficult customers).
If you need to help your employees build their resilience skills, please refer to our Workplace Mental Health courses.
Made me excited about my least favourite responsibility in my role at work
Dan was so friendly, informative, knowledgeable and engaging as an instructor and very funny to boot. He made a scary and daunting part of my role at work interesting & funny.
I’m excited to put his suggested approaches into action and see what kind of results I get with customers. And I have a heightened enthusiasm for trying to help our customers as best I can.
Very appreciative that my employer enrolled me in the course and would love the opportunity to do another and maybe even get to meet Dan in person!
Cannot recommend this course any more highly for any professionals who deal with customers.
Administrative & Support Specialist
Solar Depot
What Your Employees Will Learn:
The September 2025 Managing Difficult Customers training course equips employees with the skills to confidently handle challenging interactions by identifying different types of difficult customers and applying the right solutions.
This isn’t just a collection of generic phrases or surface-level tips – it’s a comprehensive, high-quality program developed and refined over decades.
Delivered over 2 x 4-hour live online sessions, this course provides deep, practical learning from a genuine industry expert who makes a lasting impact on your employees.
From mastering negotiation techniques to saying NO! professionally and effectively, this training helps employees manage difficult situations with grace, confidence, and professionalism.
Like all CX Skills courses, this online program is highly interactive, featuring workshop exercises, quizzes, role-plays, videos, real-world examples, and more. This ensures engagement and enables employees to absorb and apply their learnings immediately.
With an average rating of 4.9/5, it’s easy to see why this is one of our most popular courses – just take a look at the customer reviews and testimonials!
Four Powerful Customer Complaint Handling Modules Delivered via 2 x 4-Hour Sessions
The public September 2025 Managing Difficult Customers course comprises four key modules delivered over two 4-hour sessions on separate days that will equip your employees with the skills and confidence to handle difficult customers.
Module 1. Considering Human Behaviour
We open the workshop by helping your employees consider their own behaviours.
Your employees will learn about the different ways people can interpret difficult situations based on their own internal belief systems – it’s a powerful introduction that sets the scene for the entire course!
Your employees will learn:
- What it means to choose.
- Behaviour choices that are incompatible with Customer Service.
- What it means to pause.
- Why empathy isn’t as easy as it seems, but it remains a worthwhile goal.
We’re often told this module is a game-changer for your employees, and many former students still contact us about the impact this had on their professional and personal lives!
Module 2. Classifying the Classic Types of Difficult Situations
Difficult customers can often be grouped into different ‘buckets’ so in this module, your employees will learn the differences between the different types of difficult customers and how to handle them, including:
- The Abusive Customer
- The Irritating Customer
- The Unhappy Customer
- The eye-opening differences in how to approach each of these situations.
Module 3. Service Skills Requirements
While the basics of communication will always have their place when dealing with customers, in this module, we deep-dive into communication techniques, teaching your employees advanced patterns & techniques they can readily use every day.
Specifically, your employees will be taught some of the leading global practices on service, including:
- The changing face of global service – and how that manifests in the life as a customer service employee.
- What listening actually sounds like.
- The role of enquiry reconfirmation.
- The five levels of empathy, including when they apply and when they don’t.
- What humanity sounds like.
- What you must do when interacting with someone who is upset.
Module 4. Understanding Your Solution Options
In this final module, we transition from the classic ‘Listen’ phase to the ‘Solution’ phase of the conversation.
While there are many solution types in Customer Service, these six have been chosen because they come up often in dealing with difficult situations:
- How to Say YES – and how that ties into the ‘Extra Mile’.
- How to say NO – and when you have to.
- How to explain WHY – and why being ready helps.
- How to provide a Conditional or Creative YES.
- How and when to Escalate – and how to turn escalations into learnings.
There’ll be plenty of time for some practice so your employees can test out the process in a safe and welcoming environment and be prepared to put their new skills into action immediately following the course with real customers.
About Your Trainer, Daniel Ord
The trainer for the September 2025 Managing Difficult Customers training course is Daniel Ord from OmniTouch International, who is 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 presenting keynote speeches across the world.
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) and is Net Promoter Certified.
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 achieve success.
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.
Real Results from Real Participants
The Managing Difficult Customers course has helped employees across various industries improve their ability to handle challenging customer interactions with confidence and professionalism.
With globally recognised techniques and expert-led coaching, this course delivers real, measurable improvements in how employees navigate difficult situations, reduce stress, and achieve better outcomes for both the customer and the business.
Below is a selection of recent testimonials from participants and managers who have experienced the transformation firsthand.
A great course
24 February 2025
Review of Managing Difficult Customers (Private class)
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Customer Support Specialist
REA Group
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
24 February 2025
Review of Managing Difficult Customers (Private class)
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Customer Support Senior
Realestate.com.au
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
24 February 2025
Review of Managing Difficult Customers (Private class)
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Customer Support Consultant
REA Group
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Great Trainer!
23 January 2025
Review of January 2025 Managing Difficult Customers
I felt Daniel was a wonderfully positive and communicative presenter.
Customer Service
MRC
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
Your words are so important!
23 January 2025
Review of January 2025 Managing Difficult Customers
This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.
Customer Service Officer
Mackay Regional Council
Response from CX Skills
Thanks Jacqueline, so true! Thanks for taking the time to leave a review 🙂
Highly recommend!
20 January 2024
Review of January 2024 Managing Difficult Customers
My Team Leads and I got so much practical knowledge out of this course that we can take back to our team.
It really made us rethink the way in which we communicate with our customers and how we can make some small adjustments that can make a big difference.
The course is very interactive and engaging – Daniel is a great trainer and I loved his energy.
Head of Support
REA Group
Response from CX Skills
Thanks Michelle; 8 hours seems like a lot for a course on Managing Difficult Customers on the surface, but I’m glad you found the course so interactive and engaging and that it’s going to make a big difference in how you communicate with your customers!
Fantastic and Informative!
20 January 2024
Review of January 2024 Managing Difficult Customers
Thank you Daniel for an incredible course. The content was fantastic and really informative.
I got so much value from everything you spoke about and the techniques we can all use to enhance the customer’s experience.
I loved how engaging you were and it made the two days of training fun and enlightening.
I know my team and I will be able to utilise much of the learning you provided to ensure our team manages our interactions in a better way!
Senior Customer Support Consultant
REA Group
Response from CX Skills
Wow! Thanks Georgette, always great to hear how much people enjoy the course and how the skills learned will be put to good use!
Great course!
20 January 2024
Review of January 2024 Managing Difficult Customers
Our team got so much value out of this course. It is concise, engaging and practical. Dan’s education style is amazing!
Thank you for all the lessons.
Operations Manager
Dokotela
Response from CX Skills
Thanks Julieta, thrilled to hear the team enjoyed the course and we agree, the way Dan explains things is very engaging!
Inspiring & Enjoyable!
18 January 2024
Review of Managing Difficult Customers (Private class)
I found the course very interesting and inspiring! Daniel was excellent in articulating the skills and knowledge to communicate with customers in a more effective manner.
I admired Daniel’s style and humour as well!
Customer Service Officer
City of Casey
Response from CX Skills
Thanks Veronica, we’re thrilled you enjoyed the course and learned some new skills whilst also having a laugh or two along the way!
Great information and practical advice!
12 January 2024
Review of Managing Difficult Customers (Private class)
Such a practical way to listen and respond to our customers. Some useful and easy-to-follow guidelines and skills/tips.
Daniel is so approachable and easy to listen to and learn from 👍 Thank you!
Customer Service Officer
City of Casey
Response from CX Skills
Thanks Kathleen, appreciate you taking the time to leave a review and we agree, Daniel is awesome to listen to, must be his great accent 🤔
Very Informative and Great Pace
7 December 2023
Review of Managing Difficult Customers (Private class)
Very informative, well presented, set a a great pace, easy to understand and follow, I picked up a few hints/tips, happy for you to use my photo from the end of the session if you can!
Customer Service Officer
City of Casey
Response from CX Skills
Thanks Margaret for the feedback! We were going to crop your photo out of the class photo, but it made you look a little blurry, so we decided against it!
A plethora of Information in a short period
7 December 2023
Review of Managing Difficult Customers (Private class)
Thanks to Dan and Marcus for the two day workshop. Although some concepts were a refresher, there were many aspects I can take into my Customer Service role and continue to develop over time.
Thanks for your enthusiasm Dan, and for the smooth running of the presentations.
My only suggestion would be that when you intend to leave a slide available when we are in break out rooms, that you attach that slide (otherwise it disappears).
CSO
City of Casey
Response from CX Skills
Thanks Meg, glad you enjoyed the course and great suggestion which Daniel will take on board!
Managing Difficult Situations Workshop - Exceptional!
11 September 2023
Review of Managing Difficult Customers (Private class)
I recently had the privilege of attending Daniel Ord’s workshop on “Managing Difficult Situations”, and it was nothing short of outstanding. Daniel’s expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.
From the moment the workshop began, Daniel’s enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.
What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It’s evident that he genuinely cares about each participant’s learning journey.
The real-world examples and practical strategies shared during the workshop were invaluable. Daniel’s ability to connect theory to practical application made the content highly relevant and actionable.
The workshop was impeccably organized, and Daniel’s presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.
In conclusion, I cannot recommend Daniel Ord’s workshops enough. If you’re looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.
If you’re considering attending one of Daniel’s workshops, don’t hesitate – you won’t be disappointed!
Customer Service Manager
OZtrail Australia
Response from CX Skills
Thanks Trisha, what a wonderful review! We’re super lucky to have Daniel run a number of courses for us, and with over 30 years of experience, it’s easy to see why he is genuinely regarded as one of the best trainers in the world!
Very engaging and fun.
28 July 2023
Review of July 2023 Managing Difficult Customers
The trainer was very supportive and informative. It can be challenging to encourage interaction in virtual training sessions between participants. Daniel demonstrated patience, encouragement and enthusiasm during the course, and made it less daunting to interact.
I enjoyed the mix of videos, visual diagrams and examples of situations. I will definitely be using such strategies in my current work. Thank you!
Business Support Officer
Electoral Commission of Queensland
High quality course for beginners and as a refresher
28 May 2023
Review of May 2023 Managing Difficult Customers
Our trainer Daniel was phenomenal, such an incredibly warm and intelligent trainer with an unbelievable ability to recall the names of his doubtlessly high volume of trainees.
The course itself was very easy to follow and stay engaged with, and would be very helpful to those who are new to customer service and those who might just need a refresher on some fundamental skills.
Client Service Officer
Federal Court of Australia
Thought provoking!
24 May 2023
Review of May 2023 Managing Difficult Customers
The course is well paced and provides insight to how customers and customer service staff interact, and how to improve those interactions.
Dan is an excellent presenter.
Office admin
Megasealed
Really enjoyed it
24 May 2023
Review of May 2023 Managing Difficult Customers
It has been great to learn new techniques, and the tools I learned are really helpful to handle the difficult clientele.
Clint Service Officer
Federal court of Australia
Most valuable training I have attended
24 May 2023
Review of May 2023 Managing Difficult Customers
Daniel is an excellent trainer, the training was engaging, informative and provided practical skills to put into place. The course was run at a great pace and for the first time, I did not feel brain drained at the end of the training (like has been my experience with other organisations). It wasn’t information overload, it was thought provoking, practical and down to earth.
This was the most valuable training I have ever done. I have 31 years in customer service and was not sure how much value I would get out of the course. From the first session the information was powerful, thought provoking and It created a huge paradigm shift in how I view ‘abusive customers’.
While a lot of the skills I already have gained over the years, I have still walked away with some new, some refined skills.
Would highly recommend this to anyone dealing with customers or considering a career in customer service.
Thank you so much.
Client Care Manager
Queensland Family Law Practive
Brilliant course to participate in
3 February 2023
Review of February 2023 Managing Difficult Customers
This course was so informative, easy to follow and enjoyable. Would highly recommend
Help & Advice Tech Consultant
Dulux Australia
Made me excited about my least favourite responsibility in my role at work
3 February 2023
Review of February 2023 Managing Difficult Customers
Dan was so friendly, informative, knowledgeable and engaging as an instructor and very funny to boot. He made a scary and daunting part of my role at work interesting & funny.
I’m excited to put his suggested approaches into action and see what kind of results I get with customers. And I have a heightened enthusiasm for trying to help our customers as best I can.
Very appreciative that my employer enrolled me in the course and would love the opportunity to do another and maybe even get to meet Dan in person!
Cannot recommend this course any more highly for any professionals who deal with customers.
Administrative & Support Specialist
Solar Depot
Private Training Options – Tailored for Your Business
This public September 2025 Managing Difficult Customers course is designed to provide structured, high-impact training to equip employees with the confidence and skills to handle difficult customer situations.
While the public course format is highly effective, some businesses prefer private training for a more tailored and confidential learning experience.
A private course allows you to:
✔ Schedule training at a time that suits your business.
✔ Keep training exclusive to your team for confidentiality and more focused learning.
✔ Train your team/workforce together for maximum impact.
📩 Contact us today to discuss pricing and availability for private training.
Compare Public versus Private Course Benefits
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Dates & Times | Fixed schedule | Fully flexible to suit your needs |
| Content | Structured curriculum with best-practice techniques | Same structured curriculum with discussions tailored to your team’s challenges |
| Delivery Method | Live online | Live online |
| Cost | $497 per person ex GST | Discounts available for larger groups |
| Best For | Businesses needing to train a few employees | Companies looking for a dedicated session focused on their team’s needs |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >How and When This Course is Delivered
The September 2025 Managing Difficult Customers course is delivered online/virtually via Zoom, allowing participants to join from anywhere. Attendees will receive an electronic workbook (PDF) and Zoom link prior to the course commencing.
As a public course, it is open to individuals and businesses from a wide range of industries, creating a dynamic learning environment where attendees can gain insights from diverse experiences.
Employees from customer service, healthcare, education, retail, hospitality, contact centres, and many other sectors attend this course, making it a rich opportunity to learn from different perspectives.
The dates and times are fixed, enabling you to plan ahead with confidence. However, if you need to train a larger group, require a customised session, or want more flexibility in scheduling, we also offer private training options tailored to your business needs.
📩 Contact us to discuss private training options for your team.
Course Dates & Times
The September 2025 Managing Difficult Customers Course will be conducted on:
- Session 1 – Thursday, 4th September 2025, 12:30 to 16:30 AEST (Melbourne/Sydney, Australia)
- Session 2 – Friday, 5th September 2025, 12:30 to 16:30 AEST (Melbourne/Sydney, Australia)
As a public course, attendee numbers typically vary between 3 and 20 attendees.
In the unlikely event we have less than three attendees booked, we may elect not to run the course if it will compromise the training experience for attendees. In that instance, we will provide you the option of a full refund or move you to the next available date.
Dates don’t suit? Search for other available dates >
Very Engaging!
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Assistant Director
Department of Education, Australian Government
Pricing and Payment Options
The September 2025 Managing Difficult Customers Training course is $497 per person ex GST for eight hours of live facilitated learning (2 x 4-hour sessions) delivered by global CX training expert Daniel Ord.
All participants will receive a downloadable electronic course workbook, providing key insights, practical strategies, and space for notes to reinforce learning.
Available Discounts
- Save 15% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members instantly save 25% off all CX Skills courses, plus membership includes 15 self-paced training courses and a host of other benefits. Learn More >
- Do you want to train your whole team? Contact us for volume discounts and availability.
Select the number of tickets you would like to purchase at the top of this page and then proceed to the checkout.
Tickets can be purchased via credit card or invoice – just select your preferred option on the checkout page.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >
