Dealing with Difficult Customers

Dealing with Difficult Customers


Dealing with Difficult Customers explores how engaging customers properly can benefit both the employee and the customer.

Effective customer service can change a Local Government's reputation for the better and through this workshop, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and happy.

Although many customers can be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively.

Target Audience

Anyone working in the frontline of customer service who interacts face to face or over the phone with customers on a regular basis.

Learning Outcomes

As a result of completing this program, participants should be able to:
  • manage internal and external stress;
  • develop the ability to listen actively and empathise;
  • build rapport with customers in person and over the phone;
  • understand the diverse challenges posed by customers;
  • develop strategies to adapt to challenge circumstances; and
  • cultivate a positive attitude.


9:00am - 4:30pm (8:45am registration)


$567.00 (Incl GST)

Cancellations, transfers and substitutions
  • Requested must be received in writing via email, letter or fax.
  • Cancellations received within 5 working days of the start of the course will incur a 20% administration fee of the full course cost.
  • Non-attendance or cancellations recieved within 2 working days of the start of the course will incur the full course fee.
  • Participants can only transfer course dates once without incurring the full fee.
  • Substitutions can be made at any time and no fee will be incurred.

Relationship to Competency Standard



Officer Training
Dealing with Difficult Customers
  • Friday, 16 November 2018
  • Registration from 8:45AM
  • ONE70, LV1, 170 Railway Parade, West Leederville, WA 6007
  • $567.00 (incl GST)
Register Now
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