Managing difficult customers training course online

Managing Difficult Customers Training Course

$497 AUD per person

(discounts available)

Rated 4.8 out of 5
The Managing Difficult Customer course has an average rating of 4.8 out of 5 stars
Very good21%

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

And with the frustrations of lockdowns and other COVID restrictions, there has been a noticeable increase in the stress levels of both customers and staff who are all learning to navigate in a new world filled with restrictions and mental health challenges that we’ve never experienced before.

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

It takes a lot of confidence and skill to effectively manage angry or upset customers and yet most people have never been taught the skills and are left to learn by trial and error that often results in a poor outcome for the staff member, the customer and the business.

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

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

Angry and frustrated customer

Managing Difficult Customers Training Course Highlights 

  • 8 hours of training (delivered via 2 x 4 Hour sessions across two days)
  • All training is delivered online and live via ZOOM
  • The courses are designed and delivered by one of the World’s leading Customer Experience experts – Daniel Ord
  • Suitable for anyone who deals with customers at any level (retail, admin, customer service, sales etc)
  • Learn skills & methodologies that can be applied across any industry.
angry customers training course
How to handle angry customers training course
Managing Difficult Customers online Training Course

Now optimised for online training!

The Managing Difficult Customers course has been adapted to be delivered exclusively for online training.

Whilst we’d been teaching this class onsite for over 20 years, our customers tell us they love the online format and a read of the customer testimonials confirms that this course doesn’t lose any effectiveness being delivered in an online environment.

Our Managing Difficult Customers Training Courses teach students how to identify and manage difficult customers and situations with newfound 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.

Customer Complaints training course Australia

Who should do this course?

How to manage difficult customers training

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
  • Education/Teachers
  • Small Business owners
  • Sales/Account Management
  • Complaints teams
  • Team Leaders
  • Managers

Please note this entire 8-hour 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.

The course is delivered over two half-day sessions of 4 hours duration each day (total of 8 hours across the two days).

Session 1

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

Session 2

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

Looking for other options?

Looking for other options?

About Your Trainer, Daniel Ord

The trainer for our Managing Difficult Customers training course is Daniel Ord from OmniTouch International recognised as one of the leading customer experience and contact centre trainers in the world.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.

Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).

Training to manage difficult customers by Daniel Ord

Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people excel.

So it’s not surprising to note that despite all the numerous industry accolades and recognition, it’s the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.

Learn more about the Managing Difficult Customers course

We recorded a short video with the CEO of CX Skills, Justin Tippett and the trainer, Daniel Ord, providing some additional insight about the course.

Course Testimonials 

Best trainer I have ever come across!

Rated 5 out of 5
19 May 2022
Review of Managing Difficult Customers (Private class)

Daniel was absolutely amazing! He makes everyone feel comfortable and inclusive. Thoroughly enjoyed the training.

Avatar for Sandy Aye
Sandy Aye
Retail Activations Team Manager
World Vision Australia

Fantastic insight!

Rated 5 out of 5
10 May 2022
Review of Managing Difficult Customers (May 2022 class)

Daniel was very insightful and enthusiastic about what he was taking about. I learned a lot regarding how to treat others.

Avatar for Ross Koussoulas
Ross Koussoulas
Loyalty consultant
World Vision.

Fantastic, A great course for anyone who is customer serving.

Rated 5 out of 5
10 May 2022
Review of Managing Difficult Customers (May 2022 class)

The course is a great overview in managing difficult situations/customers. Daniel is highly engaging and passionate in delivering the content and he provides great examples and effectively guides/demonstrates these for participants, ensuring they are taking on each topic.
The team have really obtained great knowledge to put to action in their day to day roles. In addition, the techniques are very simple and realistic which will enable a quick refresh for teams down the track with the content provided.

Avatar for Jordan Thomaidis
Jordan Thomaidis
Supporter Experience Centre Manager
World Vision Australia

A great two days of helpful insights and new ways of thinking

Rated 4 out of 5
10 May 2022
Review of Managing Difficult Customers (May 2022 class)

I thoroughly enjoyed attending the training course. The host was very easy to listen to, always had a smile and provided some really helpful insights on how best to respond and not respond to a customer.
I highly recommend this course and think no matter what level you are at, everyone can take something away from it.

Avatar for Laura Crump
Laura Crump
Prospect Relationship Manager
World Vision Australia

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 contact centre, customer experience, customer service and leadership-related courses facilitated exclusively by industry professionals.  We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping support our industry to grow and prosper.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.

CX Skills Australia Training Courses
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
05:53 22 Jun 22
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.
07:00 03 Jun 22
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.
Todd Johnson
Todd Johnson
02:05 16 Feb 22
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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. Helen
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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 Goss
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Jelena Prenner
Jelena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

Are your employees feeling overwhelmed?

We have two 3-hour courses specifically designed to help improve the mental and physical wellbeing for customer-facing employees:

Stressed customer service worker

How and when it’s delivered

The Managing Difficult Customers training courses are delivered via Zoom Teleconferencing and particpants will be sent an electronic workbook and Zoom link the day prior to the course commencing. Our courses are offed both publicly and privately with the differences outlined below:

Public Courses

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.

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.

Private classes can also be more cost-effective for larger groups!

Learn more about our private course options >

Pricing and Payment Options

All our courses can be booked directly online with a list of all the upcoming public course dates and times at the bottom of this page.

Available Discounts

  • Save 15% when booking for 3 or more employees in the same transaction (note: the discount will be applied on the final checkout page).
  • ACXPA Members save 25% off all our public courses (no further discounts apply). View Membership Options >
  • Need to train more than 8 people? Contact us about a private course just for your team(s).

Tickets can be purchased via credit card or invoice – just select your preferred option on checkout.

Course tickets can be purchased by selecting your preferred dates below. You can pay by credit card (instant purchase) or request an invoice on checkout (the invoice must be paid in full prior to the course commencing).

Price of the Managing Difficult Customers Course

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets now to the Managing Difficult Customers Training Courses below.

Click on your preferred dates below to purchase tickets or contact us about a private class for your team(s) if you have a minimum of 8 people.