June 11, 2021
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Delivered online
Managing Angry and Difficult Customers online course March 2021

Managing Difficult Customers (March 2021)

Mar 18, 2021 (1:00 PM) - Mar 19, 2021 (5:00 PM)

Learn the skills to manage difficult and angry customers with ease 

Encountering difficult situations is an intrinsic part of dealing with customers & clients – whether internal or external.

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 not having the right skills can, and is, a daunting experience for anyone.

We even need to consider our internal viewpoints and belief systems to ensure we can manage the situation well and not take things too personally or slip into chastising or blaming the customer that can be both personally and professionally damaging.

And whilst there always been angry and difficult customers since the age of time, COVID has no doubt seen a global increase in people’s stress and frustration levels.

Our March 2021 Managing Difficult Customers Training Course teaches you how to identify the different types of difficult customers and the different types of difficult situations, and then use root cause analysis to identify and apply the correct solution with confidence.

From learning how to negotiate, through to learning 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 and style

As with all our CX Skills courses, this course involves workshop exercises, quizzes, role-plays, videos, examples and more to make the course enjoyable and bring the learnings to life.

This is one of our most popular courses and it’s run both publicly (great for smaller numbers) and privately if you need to train larger groups, need more flexibility in the timing and would like to keep all the discussions ‘in-house’.

When this course is held:

  • Session 1 – Thursday 18th March 2021, 1:00 pm to 5:00 pm AEDT
  • Session 2 – Friday 18th March 2021, 1:00 pm to 5:00 pm AEDT


This course is $497 per person ex GST with 8 hours of live training by global CX expert Daniel Ord (2 x 4-hour sessions). Discounts apply for sending more than three attendees.

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Event Fast Facts

Event Details:

March 18 @ 1:00 pm
March 19 @ 5:00 pm
Events Category:
View Website →
Target Audience:
Frontline Agents, Emerging/Future Leaders, Team Leaders, Contact Centre Managers
Total DURATION of the Event:
8 Hours
Total number of SESSIONS:
LENGTH of each session:
4 Hours

Venue for the Event


Event Organiser

CX Skills
+61 3 9008 7287
View Event Organiser Website

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