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 904 participants who took this course.
  • Duration 2 days
  • Regular fee 925
  • Preferential fee 795?
  • Locations
    • Gatineau
    • Montreal
    • 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

The course shows a different approach of the human factor, a lot of tricks to defuse difficult situations.

Josée L. / Planificatrice des échéanciers client, Marmen 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.
  • Gatineau

    January 9 to January 10 2017

  • Montreal

    January 23 to January 24 2017

  • Quebec City

    April 3 to April 4 2017

  • Montreal

    May 23 to May 24 2017

Trainer(s) assigned(s)

Other course(s) in this category