Managing Difficult Customers

Could your team improve how they handle customer complaints?

Reflecting on the peak summer holiday period, have you encountered challenging customer interactions that could have been managed better? Give your staff the skills and strategies they need to deal with even the most difficult and demanding customers.

Our half-day online Managing Difficult Customers workshop on Thursday 5 June 2025 will teach participants behavioural skills that can be applied when dealing with customers in person, over the phone or via social media.

Topics include:

Understanding why difficult customers can be difficult

• The significance of actions to an organisation’s reputation and success
• Behaviours we must avoid: list of attacking and defensive behaviours
• Engaging the professional brain – not taking it personally
• Understanding, and increasing your emotional intelligence
• What not to say: image wreckers!
• Using positive, powerful language
• Controlling conversations professionally
• Anger vs abuse – and how to deal with it effectively
• How to react to aggressive behaviour
• Saying ‘No’ when you have to
• The H.E.L.P Formula for dealing with difficult people
• The 6-Step approach to dealing with complaints
• Knowing the boundaries – the Red and Blue rules
• Personal action plans

Who Should do the Training?

Anyone in your business that deals with customers and/or escalated customer complaints, including:

• Your sales teams and their support staff
• Customer service officers and receptionists
• Managers and assistant managers
• Customer complaint managers
• Press and marketing teams
• Your brand ambassadors
• Even the CEO!

Date

Thursday 5 June 2025

Delivery Method

Interactive online workshop 9am – 12pm (delivered via Zoom)

Presenter

Judeth Wilson – CEO & Lead Trainer
WeTrain Leaders in Corporate Training

Cost

$279 per person (includes course materials)

Places are strictly limited, so register early to avoid disappointment!

If you have any questions or difficulties registering please contact Shannon Lakic at CCIA NSW 0410 651 782 or email shannon.lakic@cciansw.com.au.