November 27, 2021
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Managing Difficult Customers September 2021 course

Managing Difficult Customers (September 2021)

Sep 28, 2021 (1:00 PM) - Sep 29, 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 they are internal or external to your business.

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 (a common outcome) 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 certainly seen a global increase in people’s stress and frustration levels ensuring your staff are equipped with the right skills to handle these situations has never been more important.

Learn how to handle difficult situations

Our September 2021 Managing Difficult Customers Training Courses teaches you 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, 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

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 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’.

If you can’t make this course check other upcoming dates >


When this course is held:

  • Session 1 – Tuesday 28th September 2021, 1:00 pm to 5:00 pm AEST
  • Session 2 – Wednesday 29th September 2021, 1:00 pm to 5:00 pm AEST


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 or private sessions are available for larger groups.


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Event Fast Facts

Event Details:

September 28 @ 1:00 pm
September 29 @ 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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