Handling a Difficult Customer

This practical workplace essentials workshop develops knowledge, judgement and workplace application in handling a difficult customer. Participants explore good-practice principles, work through realistic examples and practise tools that can be adapted to their own roles and organisations.

The workshop emphasises active participation, reflection and transfer of learning. Facilitators can contextualise examples, exercises and discussion around the organisation's policies, industry, workforce and operating environment.

• Explain the key principles associated with customer expectations and service mindset.
• Apply practical tools and techniques for listening, questioning and empathy.
• Use ownership and clear communication to support better workplace decisions and outcomes.
• Recognise common risks, barriers and good practices relating to service recovery and complaint handling.
• Develop a practical approach to de-escalation and difficult interactions that can be used after the workshop.

Employees, supervisors and managers who need practical skills for a respectful, productive, safe and effective workplace.

• Customer expectations and service mindset
• Listening, questioning and empathy
• Ownership and clear communication
• Service recovery and complaint handling
• De-escalation and difficult interactions
• Follow-up, escalation and continuous improvement