Managing Angry and Difficult Customers Training Courses
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 equipped 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 situations.
Managing Difficult Customers Training Course Highlights
Built for online training!
Whilst we have delivered this course face to face in a classroom setting for decades, we have now adapted this course to be delivered online using Zoom teleconferencing.
Zoom is easy to use and can be easily accessed on all devices.
Our Managing Difficult Customers Training Courses teach students how to identify and manage difficult customers with confidence.
This isn’t just boring textbook and video training where you log in and tick a few boxes. All our courses use facilitated live training meaning there is a real trainer with you the entire course to teach, facilitate discussion, answer questions and so on.
And for this course, it’s not just any trainer! World-renowned customer experience trainer Daniel Ord delivers all our courses on how to manage angry and difficult customers.
Who should do this course?
The 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:
- Contact Centre agents (sales or service)
- Customer service staff
- Retail/counter staff
- Administration/Office staff
- 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 >
What you’ll learn:
This isn’t just a tick and flick course where you learn a few tips regurgitated from a textbook.
You’ll benefit from over 20 years experience in delivering this course learning all the critical components to empower you to manage difficult customers to deliver better customer and business outcomes along with your mental health.
Module 1. Considering Human Behaviour
- Using Transactional Analysis to understand Customer behaviour and our own behaviour
- The issue of changing someone else’s character
- The issue of ‘satisfying’ an Unhappy Customer
Module 2. Classifying the Classic Types of Difficult Situations
Learn the differences between them all the different types of difficult customers and how to handle them including:
- The Abusive Customer
- The Irritating Customer
- The Unhappy Customer
Module 3. Service Skills Requirements
The Classic use of Listening:
- Deciding whether to use Empathy or Affirmation
- What are the 5 levels of Empathy?
- What you must do when interacting with someone who is upset
Module 4. Understanding your solution options
We’ll teach you our proprietary UNER (R) model that will guide you on:
- How to Say YES
- How to say NO
- How to explain WHY
- How to provide a Conditional or Creative YES
- How and when to Escalate
About Your Trainer
The trainer for our Managing Difficult Customers course is Daniel Ord from OmniTouch International – the leading customer experience and contact centre trainer in the world with his courses regularly selling out across the globe.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.
Watch the Video
We recorded a short video with the CEO of CX Skills, Justin Tippett and Daniel Ord providing some additional insight about the course.
What a fantastic, informative, fun and mind-changing course! Loved every minute of it and learned so much; things that will remain with me for a very, very long time. Having a presenter like Daniel Ord, who made the whole course so engaging, makes all the difference. I can honestly say, this is the best course I have ever attended. A special thank you also goes out to Justin and Marcus! – Amanda, Enrolment Officer, Harrisdale Secondary School
Thank you team! It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. Highly recommended! – Badri Pokhrel, SDA Service Delivery Manager, Multiple Sclerosis Ltd
Really enjoyed the course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life. – Katherine Robshaw, Education Department.
“This course was really engaging and very well organised. Daniel was amazing, and I didn’t ‘zone out’ once, a sign of an excellent trainer. Really enjoyed the course and learnt lots, particularly liked the examples of situations where certain vocabulary is acceptable. Made the course sink in.”
“I just wanted to email you in thanks as I have found your recent training session very helpful! I have been able to use UNER(R) very effectively, where previously I had problems 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 customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
How and when it’s delivered
The Managing Difficult Customers courses are delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. Our courses are offed both publicly and privately with the differences outlined below:
Our 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 public, 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 people.
If you would like to have more flexibility on the dates, times and content or have larger groups that need training 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
All our courses can be booked directly online with a list of all the upcoming course dates and times below.
Want to register more than 3 staff?
Save 15% when booking for 3 to 5 staff in the same transaction (note: the discount will be applied on the final checkout page).
Save 20% if you register 6 or more staff in the same transaction (note: the discount will be applied on the final checkout page).
Course tickets can be instantly purchased by selecting your preferred dates below. You can pay by credit card (instant purchase) or request an invoice (the invoice must be paid in full prior to the course date).