Managing Difficult Customers course
$497 per person
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 staff who are all learning to navigate in a new world filled with restrictions and mental health challenges that we’ve never experienced before.
So it’s inevitable that this is manifesting in more complaints by customers and employees feeling under more pressure than ever.
But how many of your employees are truly equipped and have been trained to handle those situations?
Managing angry or upset customers effectively takes a lot of confidence and skill, yet most people have never been taught the skills. They are 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 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 provide your staff with 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.
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 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 4.8+, it’s easy to understand why this is one of our most popular courses.
This particular 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 and would like to keep all the discussions ‘in-house’, please contact us for private training options.
Managing Difficult Customers Course Quick Highlights
Who should do this 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
- Small Business owners
- Sales/Account Management
- Complaints teams
- Team Leaders
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 and if you need to help your employees build their resilience skills, please refer to our Workplace Resilience courses.
Optimised for online 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.
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.
Module 1. Considering Human Behaviour
- Using Transactional Analysis to understand Customer behaviour and our own behaviour
- The issue of changing someone else’s character
- The issue of ‘satisfying’ an Unhappy Customer
Module 2. Classifying the Classic Types of Difficult Situations
Learn the differences between them all the different types of difficult customers and how to handle them including:
- The Abusive Customer
- The Irritating Customer
- The Unhappy Customer
Module 3. Service Skills Requirements
The Classic use of Listening:
- Deciding whether to use Empathy or Affirmation
- What are the 5 levels of Empathy?
- What you must do when interacting with someone who is upset
Module 4. Understanding your solution options
We’ll teach our proprietary UNER (R) model that will guide you on:
- How to Say YES
- How to say NO
- How to explain WHY
- How to provide a Conditional or Creative YES
- How and when to Escalate
About Your Trainer, Daniel Ord
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.
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 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!”
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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.
Private and Public Training Options
The Managing Difficult Customers training courses are delivered via Zoom Teleconferencing and participants will be sent an electronic workbook and Zoom link prior to the course commencing. This course is available both publicly and privately with the differences outlined below:
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 with limited impact on your operations.
If you would like to have more flexibility on the dates and times or have larger groups of employees that need training, please refer to our private training options.
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.
Private classes can also be more cost-effective for larger groups!
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).
- Save 15% when booking for 3 or more employees in the same transaction (note: the discount will be applied on the final checkout page).
- Need to train more than 6 people? Contact us about a private course just for your team(s).
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.
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 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 now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.
Purchase tickets now to the upcoming public Managing Difficult Course:
Select your preferred date from the courses below – click to see the exact times and to secure your ticket(s).