Managing Difficult Customers course

$497 per person

The Managing Difficult Customers course has an average rating of 4.9/5.0
Very good12%

The ‘Gold Standard’ of courses on how to manage difficult customer situations!

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

And with the ongoing frustrations and increasing pressures with the rising cost of living, stock shortages, employee shortages and so on, there has been a noticeable increase in the stress levels of both customers and employees who are all learning to navigate through life with their own personal and work challenges.

So it’s inevitable that this is manifesting in more complaints by customers, and employees are feeling under more pressure than ever.

But how many of your employees are truly equipped and have been specifically trained to handle those situations?

Managing angry or upset customers effectively takes a lot of confidence and skill, yet most employees have never had any skills training in this area. They are often left to learn by trial and error, which often results in a poor outcome for your employee, the customer and ultimately, your business.

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

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

The Managing Difficult Customers course does just that – empowering your employees with the skills and confidence to handle any difficult customer situation with proven strategies that have been refined over decades, and all taught directly by an industry expert with extensive knowledge and a very engaging style that will ensure your employees will be ready to put their skills to immediate use.

ficult Customers Training Course Australia

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.

Avatar for Allie Jucha
Allie Jucha
Technical Adviser
Dulux Group

Learn more about the course (video)

We recorded a short video with the Founder of CX Skills, Justin Tippett and course facilitator Daniel Ord providing some additional insight about the course and enabling you to hear and learn directly from the person conducting the training for your employees.

Learn how to handle any difficult customer situation

The Managing Difficult Customers course 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.

This course isn’t just a few words and phrases to use or some basic concepts scraped off Google. It’s a comprehensive, high-quality program that has been developed and refined over decades and is delivered over 2 x 4-hour online/virtual sessions that will make a lasting lifetime impact on your employees.

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, style and confidence. 

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 and with an average rating of 4.9/5.0, it’s easy to understand why this is one of our most popular courses.

Private and Public Options

This course is run publicly meaning there will be others on the course in similar roles and situations, providing a great opportunity to share stories and ideas and make your employees feel that they are not alone in their challenges.

If you need to train larger groups, or need more flexibility in the timing of the sessions and would like to keep all the discussions ‘in-house’, this course is also available for private training (refer to information further down the page).

angry customers training course
How to handle upset customers training course
How to handle angry customers course

Managing Difficult Customers Course Quick Highlights 

  • 8-hour course (delivered via 2 x 4-hour modules across two separate days)
  • The 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 and online/virtual by the world’s top contact centre & Customer Experience (CX) trainer Daniel Ord!

Who should do this course?

How to manage angry customers online course

The 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 industries, products or services.

As such, it’s suitable for anyone who deals with internal or external customers on a regular basis either over the phone or in-person with typical roles including:

  • Contact Centre agents (sales or service)
  • Customer service staff
  • Retail/counter staff
  • Administration/Office staff
  • Hospitality staff
  • Receptionists/personal assistants
  • 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 (that can include a short module on managing difficult customers) and 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.

Avatar for Heather Kitching
Heather Kitching
Administrative & Support Specialist
Solar Depot

Optimised for Online/Virtual Training!

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 so don’t worry, it’s still just as effective as onsite training as you can read in the customer testimonials.

The Managing Difficult Customers course teaches course your employees 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.

Handling Difficult Customers online training course

This course is only available for virtual training (online).

Should you specifically need onsite training, please refer to our other customer service courses (that do include difficult customer modules). 

Four Powerful Customer Complaint Handling Modules

The  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 to handle difficult customers.

Session 1

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.

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 on 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 your life as a Service Professsional.
  • What listening actually sounds like.
  • The role of Enquiry Reconfirmation.
  • The five levels of Empathy and when they apply and when they don’t.
  • What Humanity sounds like.
  • What you must do when interacting with someone who is upset.

Session 2

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.

Looking for other suitable training courses?

We have a range of other courses suitable for customer service employees that includes a shorter module for managing difficult customers including:

  • Customer Service Essentials (short, 3-hour course)
  • Customer Service Phone Professional (3 x 3-hour sessions with modules on customer service and complaints handling)
  •  Customer Service Foundations (also 3 x 3 hours, with modules on customer service,  complaints handling and resilience/wellness so your employees can consistently perform at their best)
  • We’ve also got specialist courses for Retail & Hospitality, Receptionists, Technical Support and more!

Search all the Customer Service courses >

Managing Difficult Situations Workshop - Exceptional!

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!

Avatar for Trisha Bridge
Trisha Bridge
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!

About Your Trainer, Daniel Ord

The trainer for the 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 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.

Daniel Ord Managing Difficult Customers Training Course
The course is delivered live by global expert Daniel Ord.

The Latest Course Testimonials 

There is a reason this is one of our most popular courses – because it works! Just read some of the recent customer testimonials below to see how much the training was valued.

More Customer Testimonials 

“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!”

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX SkillsExcellentCX Skills5.0 Based on 33 reviews fromSee all reviewsTrisha BridgeTrisha Bridge ★★★★★ I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, 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!Response from the ownerThanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: Angela CavallaroAngela Cavallaro ★★★★★ I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!Response from the ownerThanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review! Kira DomanicoKira Domanico ★★★★★ Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.Response from the ownerThanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great! Alison JuchaAlison Jucha ★★★★★ The best course I have taken in 4 decades of customer service.Response from the ownerOh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂 Yvonne BilneyYvonne Bilney ★★★★★ Great course delivery and awesome techniques to use with customers.Response from the ownerThanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course! K MK M ★★★★★ Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!Response from the ownerThanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got! Joyi LuJoyi Lu ★★★★★ Great company to work with. Excellent training course with trainers that really bring the content to life!Response from the ownerThanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious! EloiseEloise ★★★★★ Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.Response from the ownerThanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂 Raheel AlmasRaheel Almas ★★★★★ Highly Recommended!Todd JohnsonTodd Johnson ★★★★★ I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.Response from the ownerThanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin Sheree LaursenSheree Laursen ★★★★★ Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.Response from the ownerThanks Sheree for taking the time to leave us a review and glad you enjoyed the course! Keira SmithKeira Smith ★★★★★ 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!Response from the ownerThanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin Jamie LeonardJamie Leonard ★★★★★ 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!Response from the ownerAwesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it! GVW IntranetGVW Intranet ★★★★★ 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. HelenResponse from the ownerThanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking! Jim RoddJim Rodd ★★★★★ 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.Response from the ownerThanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin Sam PetrouliasSam Petroulias ★★★★★ Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!Response from the ownerThanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career. Dirk van NoortDirk van Noort ★★★★★ Response from the ownerThanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture! Rebecca GossRebecca Goss ★★★★★ We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec GossResponse from the ownerWow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers! Marianne RutzMarianne Rutz ★★★★★ 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!Response from the ownerThanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick! Rachael LoweRachael Lowe ★★★★★ 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.Response from the ownerThanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA! Eva PEva P ★★★★★ 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.Response from the ownerThanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂 Rory LynchRory Lynch ★★★★★ 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.Response from the ownerThanks Rory, appreciate you taking the time to send us in a review! Lee SiefkenLee Siefken ★★★★★ Game-changing training and insight. Highly recommend CX Skills training program.Response from the ownerThanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre. Vanessa GraltonVanessa Gralton ★★★★★ An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.Response from the ownerThanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation! Adrian PowellAdrian Powell ★★★★★ Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!Response from the ownerThanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program! Monica MalgariniMonica Malgarini ★★★★★ 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.Response from the ownerThanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team. Chris RemnantChris Remnant ★★★★★ 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!Response from the ownerThanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process! Nicole FieldNicole Field ★★★★★ 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.Response from the ownerThanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes. Badri PokhrelBadri Pokhrel ★★★★★ 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.Response from the ownerThank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life! Sarsha SSarsha S ★★★★★ 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.Response from the ownerThanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey! Katherine Robshaw Ed DeptKatherine Robshaw Ed Dept ★★★★★ 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.Response from the ownerThanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples! Linda PLinda P ★★★★☆ Response from the ownerThanks Linda, great to have you in our course! Kaylee GerbesKaylee Gerbes ★★★★★ 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.Response from the ownerThanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future! js_loader

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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Need to improve the performance of your employees, the right way?

Working with customers in any setting can be difficult.

If you’re noticing lower performance, increased sick leave, employees feeling a little stressed etc, we have some courses that can help get your employees, and your business, back on track. 

Learn more about our Workplace Mental Health courses >

Private and Public Training Options

The Managing Difficult Customers training courses are delivered live/virtually via Zoom and participants will be sent an electronic workbook prior to the course commencing.

This course is available both publicly and privately with the differences outlined below:

Public Courses

The public Managing Difficult Customers training courses have the dates and times fixed to enable you to plan ahead around rosters, annual leave, induction dates etc.

Being a public course, it’s a great opportunity to hear and learn from others in the course, and you can send as little as one person, making it a cost-effective method of training small numbers of employees (perfect for small businesses!) while limiting the impact on your business whilst your employees are being trained.

Many of our customers use our public courses to ensure all their employees have received the same level of training – so if you’ve initially trained all your employees but then have some new starters, the public courses are a great way to ‘catch up’, and ensure all employees have received the same training.

View available public course dates at the bottom of this page!

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents exclusively just for your business.

Our private courses can deliver the same course with dates and times to suit you and being private, it can be easier to focus on real examples and scenarios encountered by your employees rather than in a public setting.

For larger numbers, we can also offer you cost-effective pricing.

Please note for private bookings, this course is only available for online/virtual training (as Daniel Ord is based overseas). 

Learn more about our private course options >

Most valuable training I have attended

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.

Avatar for Kerrilyn Marshall
Kerrilyn Marshall
Client Care Manager
Queensland Family Law Practive

Pricing and Payment Options

The 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).

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 save 25% off all CX Skills courses, including this one! Learn more > (no other discounts apply)
  • Want to train all your employees? We offer volume discounts for training large teams. Please contact us for customised pricing and availability.

You can see all the upcoming available public courses at the bottom of this page.

Tickets can be purchased via credit card or invoice – just select your preferred date below to learn more about the specific course and to secure your ticket(s).

You’ll be able to select between credit card or invoice payment on the checkout page.

Price of the Managing Difficult Customers Course

Do you have questions about this Managing Difficult Customers course?

Want to train your whole team or talk to us about a customised training program?

Speak to us live on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

Purchase tickets now to the upcoming public Managing Difficult Courses:

Select your preferred date from the courses below – click to see the exact times and to secure your ticket(s).

Tickets can be purchased instantly with a credit card, or you can request an invoice on checkout.

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May 2024 Managing Difficult Customers

Online via Zoom
Price: $497.00 AUD ex GST

Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour May 2024 online course suitable for all customer-facing employees.

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $197, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.