Dealing with Difficult Customers - 26 January, 2021 (AM)

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Course Information

  • 26 Jan 2021 (Tue) 9:00 AM - 12:30 PM
Registration period
2 Nov 2020 (Mon) - 25 Jan 2021 (Mon)
HKD 2,000
Course Level
Study Mode
1 Day(s)
21/F., Ritz Plaza, 122 Austin Road, Tsimshatsui, Kowloon, Hong Kong

Course Overview

All scheduled Public Courses will be held as live online sessions via Zoom, until further notice. Our online courses are designed to maximise the benefit of "face" time while balancing the attention span of the online format. There is no compromise in content or learning activities, which we have ensured is the same as in our face-to-face programmes.


  • Appreciate the importance of handling complaints and frustrated customers with care
  • Understand the causes of complaints and avoid causing unnecessary frustration
  • Understand and meet the expectations of an angry customer; turning a crisis into a service opportunity
  • Apply customer service skills for handling difficult customers to achieve a positive outcome
  • Establish a more positive attitude and feel more confident towards handling complaints and difficult customers

What you'll learn

Key Topics

  • The benefits of handling complaints and difficult customers effectively
  • The impact to the organisation when complaints are not handled well
  • Common causes of customer complaints and frustrations
  • Review quality customer service skills 
  • How positive behaviour impacts the situation and achieves a more desirable outcome
  • Establishing a positive attitude towards complaints and angry customers
  • Steps and skills for handling complaints and difficult customers
  • The “dos” and “don’ts” in handling difficult situations
  • Following through to restore confidence
  • Ways to reduce stress when dealing with difficult customers

Skills covered in this course

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