How To Keep Your Cool When Dealing With Prickly Customers

Do you struggle to keep your cool with difficult customers? This course will help you stay calm by tackling the three most common mindsets that mess up a productive conversation. You’ll learn to handle the emotional baggage customers bring, use curiosity to keep your head clear, and master strategies for dealing with angry customers without losing your composure. 

Topics include: 
  1. Ego, judgement, and frustration – Mindsets that get in the way 
  2. A customer's emotional backpack – the baggage a customer brings to the conversations 
  3. Internal curiosity – How to sidestep your ego, judgement, and frustration 
  4. The cobra – How to deal with an angry customer 
CPD Points

SAA - 10

Course Type

Online:
Self-Paced

Access

1 month 

Course Duration

30 - 60 mins

Price

$65 (inc. GST)

Cancellations and refunds: A full refund is available within 14 days of purchase, on the condition that the student/s have not yet logged into the student portal. Due to the online nature of the course, no refunds are possible once the course has been accessed on the student portal.

How To Keep Your Cool When Dealing With Prickly Customers

Do you struggle to keep your cool with difficult customers? This course will help you stay calm by tackling the three most common mindsets that mess up a productive conversation. You’ll learn to handle the emotional baggage customers bring, use curiosity to keep your head clear, and master strategies for dealing with angry customers without losing your composure. 


Download the workbook here

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What makes us different
Made by Aussies, for Aussies no American accents here!
Designed by subject matter experts with extensive industry experience.
Video based content, that focuses on real-world skills and scenarios.
Self-paced, giving you the flexibility to complete when suits you.

Audience

Anyone who interacts directly with customers 

Training Outcome

Students will receive a Certificate of Competition for the course.

This course is eligible for 10 CPD points with the Solar Accreditation Australia (SAA).

Delivery Method

Delivery is online consisting of videos and questions/activities.
The course is self paced and can be completed in sections. We estimate it will take 30-60 minutes to complete. Course access is for one month.

Click on the first topic below to get started!

Presenters

Jodie Bedoya

Jodie Bedoya is the Founder and director of the Melbourne based training company, eMatrix, which she began after identifying a gap in practical training and guidance for frontline staff, team leaders and managers in the art of communication.

Alex Daniel

Alex has a background leading Complaints and Ombudsman teams for the energy sector, specialising in managing complex cases and assisting customers experiencing financial hardship. 

Kaelia Cockington

With a background in psychology, developmental trauma and homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.

Frequently asked questions

How do I access the course once I’ve enrolled?

After you have completed the payment process, you will receive an email asking you to set up a password to login.   You can then follow the link from that email to access this course.

How long do I have access for?

Your 1 month access begins after purchase

Can I access the course on my phone?

Yes! Our course platform is fully compatible with mobile devices, so you can learn on-the-go using your smartphone or tablet.

Will I receive a certificate upon completion?

Yes. Once you have passed the assessment you will receive a certificate of completion. You can then use this to claim your CPD points.

What if I don't pass the quiz? 

Don't stress! If you don't pass the first time, you'll get as many attempts as you need.
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