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
    • Virtual Classroom
    • Quebec City
    • Montreal

Accreditation and partner associations

  • 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.
  • Virtual Classroom

    June 16 to June 17 2020 - CONFIRMED

  • Virtual Classroom

    September 24 to September 25 2020

  • Quebec City

    November 2 to November 3 2020

  • Montreal

    November 9 to November 10 2020

Trainer(s) assigned(s)