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 November 1st to 2nd in Montreal


overall satisfaction for this course

?Average calculated from scores obtained from 1093 participants who took this course.
  • Duration 2 days
  • Regular fee 935
  • Preferential fee 795?
  • Locations
    • Montreal
    • Quebec City
    • Gatineau
  • 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 that is satisfactory for both parties and helps re-establish a trusting relationship.

Targeted audience

Customer service personnel, whether for internal or external customers.



Customer Testimonials

Good and concrete examples from everyday life in the office.

Sophie B. / Contrôleur, ATR Associées du Québec


  • 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
  • Advanced techniques for active listening
  • 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


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

    November 1 to November 2 2017

  • Quebec City

    November 30 to December 1 2017

  • Gatineau

    February 5 to February 6 2018

  • Montreal

    February 20 to February 21 2018

  • Quebec City

    April 3 to April 4 2018

  • Montreal

    June 26 to June 27 2018

Trainer(s) assigned(s)

Other course(s) in this category