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 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

Provides interesting and effective tools for managing difficult situations.

Julie S. / Coordonnatrice marketing et service aux locataires, Groupe Immobilier Oxford


  • 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

    June 26 to June 27 2018

  • Quebec City

    October 24 to October 25 2018

  • Montreal

    October 31 to November 1 2018

  • Gatineau

    November 20 to November 21 2018

Trainer(s) assigned(s)

Other course(s) in this category