Skip to content
EasyUphillTRAININGCORPORATE DEVELOPMENT
HomeCoursesTrainersInsightsAboutContactBook a course+27 81 041 7673
Choose “Save as PDF” as the destination to email Managing Difficult Customers and Complaints to a client.
EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Sales, Marketing & Customer Service

Managing Difficult Customers and Complaints

Duration
2 Days
Delivery
In-house, public or online
From
R10,000 per delegate
Certificate
On completion
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 be able to do
  • 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
Course outline
01
Staying calm and composed under verbal pressure
02
Listening actively and showing genuine empathy
03
Taking ownership rather than deflecting the problem
04
Applying a structured complaint resolution process
05
Recovering the relationship after a service failure
06
Learning from complaints to prevent recurrence
07
De escalating anger before resolving the issue
Upcoming public sessions
DatesVenueDurationFee per delegate
2 to 3 Nov 2026Durban2 DaysR10,000
16 to 17 Nov 2026Cape Town2 DaysR10,000
1 to 2 Dec 2026Johannesburg2 DaysR10,000
11 to 12 Jan 2027London2 DaysUS$1,100
8 to 9 Feb 2027Dubai2 DaysUS$1,100
12 to 13 Apr 2027Pretoria2 DaysR10,000
28 to 29 Jun 2027Durban2 DaysR10,000
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote

Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.

EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673  ·  training@eubiz.co.za
68 Sunstone Street, Germiston, 1401  ·  eubiz.co.za