Handling Complaints and Dealing with challenging customers


When working in client facing roles we can encounter individuals who are upset, agitated or frustrated. On many occasions the person will channel these emotions toward us as anger and aggression.

In this session we will be exploring how to deliver excellent customer service whilst managing the emotions of others and maintaining our own wellbeing.

Who is the Course Aimed at?

All front line staff

How Long is the Course?

1  day

Learning Outcomes

By the end of the session participants will be able to:

  • Identify a complaint and follow through the complaints process
  • Identify behaviours we find to be challenging, our personal sensitivities and triggers
  • Manage an individual’s expectations
  • Use questions to isolate the person’s main areas of concern
  • Confidently de-escalate people who are agitated, frustrated or angry.
  • Maintain our own wellbeing and boost our resilience.

Hello! We are able to offer the vast majority of our courses online in a virtual classroom via your preferred video conferencing platform. All of our course contents have been updated to reflect the current COVID-19 situation. To enquire about any of our courses to be delivered online please go to our ‘Contact Us’ page.