Managing Difficult Customers While Staying Calm and Professional

Turn Challenging Customer Moments into Positive Outcomes

Difficult customers are a reality in every business, but how your team responds can make the difference between damage and growth.

This practical half-day online workshop will give your staff the tools, confidence and communication strategies to stay calm, professional, and effective in the face of complaints or conflict.

Join us for our half-day online workshop on Wednesday 22 October 2025 to learn proven techniques for handling even the toughest customer interactions – whether in person, over the phone or online.

Topics include:

• Understanding why difficult customers can be difficult
• The significance of actions to an organisation’s reputation and success
• Behaviours we must avoid: a 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
Wednesday 22 October 2025

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

Presenter
WeTrain Leaders in Corporate Training

Cost
$279 per person (includes course materials)

There are only 15 places available, so register early to avoid disappointment!

If you have any questions or difficulties registering, please contact Keira Phillips at CCIA NSW 0455 327 100 or email keira.phillips@cciansw.com.au.