Handling Complaints and Difficult Situations in Customer Service

Turn an irritated customer into a happy one.

Save 100$ off if you register for the session from May 23rd to 24th in Montreal


overall satisfaction for this course

?Average calculated from scores obtained from 904 participants who took this course.
  • Duration 2 days
  • Regular fee 925
  • Preferential fee 795?
  • Locations
    • Montreal
    • Gatineau
    • Quebec City
  • Top pick

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 satisfactory for the two parties and to re-establish a trusting relationship.

Targeted audience

Customer service personnel, whether for internal or external customers.



Customer Testimonials

Very practical! I have learned many tricks that will improve our customer service and our complaints management.

Alexandre C. / Conseiller en ressources humaines, Excel Personnel inc.


  • 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 long-lasting and durable relationships (building loyalty)
  • Handling prejudice: identifying and mastering one's emotions
  • Strategies for managing stress
  • Advanced techniques for active listening
  • Establishing limits
  • Courtesy, and interrupting tactfully
  • Ending a conversation with tact
  • Best practices for handling email during difficult situations
  • Case studies
  • Building an individual action plan
  • Reference sheet including key concepts


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

    May 23 to May 24 2017

  • Gatineau

    October 16 to October 17 2017

  • Montreal

    November 1 to November 2 2017

  • Quebec City

    November 30 to December 1 2017

Trainer(s) assigned(s)

Other course(s) in this category