Dealing with Difficult Customers

In this action packed and interactive seminar delegates will learn how to maintain a positive state of mind, diffuse and influence an angry or unreasonable customer and negotiate a satisfactory outcome.

Improve the quality of life for your team at work by utilising advanced management skills to cope with those 'out of control' customers. They will learn how to stay in a positive state of mind, to not take things personally and calmly move those challenging situations towards a positive outcome. Participants identify essential self–management skills which will remove the chance of conflict and escalation.

Give your team the opportunity to learn how to handle the difficult and frustrating behaviour of other people in a way that leaves them free and satisfied. They will emerge being more productive, proactive and positive! They will interact with fellow participants and brainstorm practical action steps to apply in your organisation.

Customers want a resolution

Who will benefit:

This is one of our popular regular public programs. It may be customised to your specific needs. Especially suitable for individuals or teams in small and medium size business, local government, state government and federal government agencies, corporate teams, and for call/contact centre teams.


On completion delegates will be able to:

Course format:

Pre-course self analysis, interactive dialogue, audio and video presentations, group activities, exercises, skills practices (taped role plays and feedback), discussions, quiz and a personal action plan.

Participants must complete a “Learning Check” and evaluation on completion.
Certificate presented to each participant on satisfactory completion


Everyone receives a comprehensive reader-friendly workbook, to refer to during and after the course. Morning/afternoon tea provided.

No dates listed.
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