Dealing with Difficult Customers

Overview

This course explores how communicating and engaging well with customers 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 appear to be difficult, with the right training, skills and knowledge, any difficult customer can be handled properly and effectively. Other topics will include psychosocial hazards, an update of the new WHS laws and how to deal with aggression and verbal abuse.

Target Audience

This course is ideal for all Officers working at the frontline of customer service or Officers who provide an internal customer support role.

Learning Outcomes

• 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 challenging circumstances; and;
• Cultivate a positive attitude.

Course Transfer and Cancellation Policy

All transfer or cancellation requests must be made via our request form.

Please refer to the WALGA Terms and Conditions of Enrolment for further conditions including COVID-19, On-Site training and course cancellations. 

Upcoming Course Dates