Dealing with Difficult Customers
- Learn how to manage aggressive behaviour with professionalism and confidence.
- Improve your team’s resilience, communication, and emotional intelligence.
- Reduce workplace stress and burnout by building capability in conflict resolution.
Turning Conflict Into Connection: Strategies for Dealing with Aggressive and Difficult Customers
Difficult customer interactions aren’t just stressful—they can damage team morale, affect retention, and cost you repeat business. This workshop equips staff with practical, evidence-based techniques to de-escalate tension, stay composed under pressure, and turn a negative situation into a positive one.
Who?
This workshop is designed for all staff who work in customer facing roles, such as those in hospitality, retail and service industry. It is equally suitable for junior staff, supervisors and managers.
Topics Covered
- Different types of difficult customer situations and what they have in common
- Why customers are unhappy?
- How to deal with customer complaints
- How to de-escalate every situation
- Turning the situation from Zero to Hero!
- Dealing with intoxicated guests
- Dealing with gambling guests
Workshop Information
Have your training delivered at your workplace by our expert trainers who understand high-pressure customer environments.
Inclusions
- Workbook with practical tools and activities
Certification
- Attendees receive a Certificate of Completion
Cost
- Half day - $290 per participant
- Minimum 8 participants
Here’s what people are saying about Hospitality Success School:
Dean Normington
Black Rhino, Group Ops Mgr
3 of our last Venue Managers were part of the Leadership Program
“As our skilled employees improve, they are encouraged to take on more responsibilities. 3 of our last appointments to Venue Managers were part of the Leadership Program.”
Leah Gill
Emerge Dining, Restauranteur
We increased weekly covers by 75% within 3 months
"We increased weekly covers by 75% within 3 months. We're now booked out most Friday and Saturday nights."
Adrian Alexander
Cervo, Restauranteur
It gives me freedom to step back, look at opportunities and spend time with family
"The best thing about having the team involved in my business is that it gives me the freedom to step back and work on the business, to look at other opportunities and importantly spend time with my family."
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