Managing Difficult Customers and Complaints
Course overview
How an organisation handles a complaint often matters more than the original problem. This course builds the confidence and techniques to manage upset customers and turn complaints into loyalty. Delegates practise calming tactics, empathy, and structured resolution.
What you will gain
- Stay calm and composed under pressure
- Listen and show genuine empathy
- Take ownership of customer problems
- Apply a structured complaint resolution process
- Recover the relationship after a failure
- Learn from complaints to prevent recurrence
Who should attend
- Customer service representatives
- Front line staff
- Team leaders and supervisors
- Complaints handling staff
Upcoming sessions
| Date | City | Duration | Fees | |
|---|---|---|---|---|
| 9 to 10 Nov 2026 | Pretoria | 2 Days | R10,000 | Book |
| 8 to 9 Mar 2027 | Dubai | 2 Days | US$1,100 | Book |
| 12 to 13 Jul 2027 | Durban | 2 Days | R10,000 | Book |
Fees are per delegate and exclude VAT. Dates run in the second week of each month. We also deliver this course on your own schedule, in-house or live online.
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