May 15, 2022
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Very angry customer and information for the Managing Difficult Customers online course in March 2022

Managing Difficult Customers (March 2022)

Mar 17, 2022 (1:00 PM) - Mar 18, 2022 (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 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.

Learn how to handle difficult situations

Our March 2022 Managing Difficult Customers Training Courses 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.

From learning how to negotiate or how to say NO! effectively and with professionalism, the March 2022 Managing Difficult Customers Training Course is the ideal course to help you or your team members handle difficult situations with grace and style

This course isn’t just a few words and phrases to use – it’s a comprehensive, high-quality program delivered over 2 x 4-hour sessions that will make a lasting lifetime impact.

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.

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’.

If you can’t make the dates for this public course, view other upcoming dates >


When this course is held:

  • Session 1 –  Thursday 17th March 2022, 1:00 pm to 5:00 pm AEDT
  • Session 2 – Friday 18th March 2022, 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 of up to 20% are available for sending multiple staff. 


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Event Fast Facts

Event Details:

March 17 @ 1:00 pm
March 18 @ 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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