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Customer Service and Dealing with Difficult Customers

As a business, it is your obligation to keep employees knowledgeable about customer service responsibilities, as well as techniques for handling difficult customers. For a business to remain successful, employees should develop customer service skills and understand the legal policies that must be adhered to.

When dealing with customers, there are many opportunities to increase customer satisfaction and retention. It is important to understand and identify these opportunities to maintain a solid customer base and continue to grow the business. This induction course is designed to teach you about customer service and ways to handle challenging situations with customers.


  • This course is broad in scope and is suitable for a variety of businesses and industries that deal with both high customer-volumes and more personalised client management
  • Corporate companies and small businesses will benefit equally from this induction course
  • Managers and point-of-sale staff will learn effective conflict and complaint resolution strategies

Learning Objectives

  • Understand the elements of, and steps for, providing quality customer service
  • Gain an understanding of motivation strategies
  • Understand difficult customers and ways to handle challenging situations
  • Know different legalities and policies associated with customer service and sales

Business Outcomes

  • Deliver customer service training seamlessly to a wide range of employees
  • Employees will have the knowledge to deliver quality customer service
  • Employees will develop techniques for handling difficult customers
  • Know the laws concerning customer services, such as the Australian Consumer Law

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