Front Line / Supervisor

Managing difficult customers

Understand the causes of conflict and conflict resolutions methods


This workshop provides participants with strategies to deal with difficult customers and situations whilst maintaining professional service standards.

Content includes:

  • Foundations of customer service (what do customers want and how can we anticipate their needs)
  • Why people complain/what makes people difficult
  • Three steps to dealing with complaints and difficult people
  • Ensuring positive interactions with customers regardless of the level of difficulty


Learning Outcomes 

  • Understand preferred communication methods 
  • Know and understand how to mange difficult customers and situations
  • More positively manage own and others behaviour 
  • A Personal Action Plan


Who should attend?

This course is designed for all people working in the ‘front line’ of business:

  • Salespeople
  • Customer service staff
  • Telephone enquiry staff
  • Receptionists
  • Personal assistants
  • Sales assistants
  • Field staff
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Delivery Information

  • Duration: 2 hours
  • Locations: Calender Course - Hobart and Launceston
  • Contact training@tcci.com.au to discuss customised, on site or online delivery options.


  • $175 TCCI member
  • $260 non-member