We move! Starting September 1st, our QUEBEC CITY training center will be located at 5400, des Galeries Blvd, Suite 500, 5th Floor, Québec (Quebec) G2K 2B4

Handling Complaints and Difficult Situations in Customer Service

Turn an irritated customer into a happy one.


overall satisfaction for this course

?Average calculated from scores obtained from 1344 participants who took this course.
See the training dates
  • Duration 2 days
  • Regular fee 945
  • Preferential fee 850?
  • Locations
    • Quebec City
    • Montreal
    • Gatineau

Accreditation and partners association

  • Project Management Institute 12 PDU


To provide the knowledge and skills required to use proven techniques and strategies to obtain a resolution that is satisfactory for both parties and helps re-establish a trusting relationship.

Targeted audience

Customer service personnel, whether for internal or external customers.



Training Details


  • Proactive vs. reactive approaches to prevent recurring difficult situations
  • The means of communication to favour according to the context (phone, email, in person)
  • The 7 steps to follow when managing a difficult situation
  • Identifying and responding to 4 types of difficult clients
  • The ET technique for disarming a client's negative emotions: Empathy and Take Charge
  • The 3 types of negotiation
  • Expressions to use and to avoid when dealing with difficult situations
  • Techniques for conveying bad news in a factual and tactful manner
  • Managing complaints to create positive lasting relationships (building loyalty)
  • Strategies for maintaining a positive attitude in conflict situations
  • Handling prejudice: identifying and mastering one's emotions
  • Strategies for managing stress in order to remain calm
  • Time management strategies
  • Strategies for managing priorities and emergencies
  • Strategies for managing customer expectations (realistic vs. unrealistic)
  • Advanced techniques for active listening
  • Advanced techniques for ensuring customer retention and loyalty
  • Setting limits
  • Politeness: the art of interrupting tactfully
  • Dealing with an aggressive customer
  • Best practices for handling email during difficult situations
  • The “Three Strikes, You’re Out” technique: how to end a conversation tactfully
  • The best practices for emailing in difficult situations
  • Case studies
  • Building an individual action plan
  • Checklist including key concepts

Customer Testimonials

Very instructive and the trainer goes straight to the point.

Kim B. / Répartitrice, Réseau de transport métropolitain (RTM)

Select the training date*

*Unless stated otherwise, all sessions are in French.
  • Quebec City

    September 30 to October 1 2019

  • Montreal

    November 18 to November 19 2019

  • Montreal

    January 28 to January 29 2020

  • Gatineau

    February 11 to February 12 2020

  • Quebec City

    April 6 to April 7 2020

  • Montreal

    May 7 to May 8 2020

Trainer(s) assigned(s)