Dealing with Difficult Clients – For Customer Service Officers
Dealing with Difficult Clients – For Customer Service Officers
Date: Monday 16 February 2026
Time: 10.30am to 12.00pm
Cost: $180 per person + GST
Maximum of 20 participants – book now to secure your spot!
Who should attend?
This session is designed for Customer Service Officers, as well as all staff, team leaders and supervisors at all levels who work with clients and manage challenging interactions.
About this training
This program focuses on building awareness, confidence and practical skills to support staff when managing difficult client behaviour. Participants will learn how to respond effectively in challenging situations, debrief after incidents, and develop resilience strategies to better manage the everyday stressors of their role.
The session supports staff to understand their own reactions, recognise how life circumstances can contribute to anger in others, and apply practical techniques to de-escalate situations safely and calmly.
Learning outcomes
Participants will:
- Identify and manage their own personal triggers and better understand their reactions to situations
- Identify and manage difficult customers with an understanding of how life circumstances can manifest into anger
- Understand how to build resilience to cope with challenging situations and anger
- Explore how to de-escalate situations using a de-escalation framework
- Gain useful tips to manage difficult situations
- Understand the importance of self-care and practise stress management techniques
- Explore workplace related case studies to integrate theory into practice
Trainer
Tessa Hughes
Tessa Hughes is a trained social worker with over thirty years of experience in the child and family welfare sector. During her career, she has run a mindfulness meditation business and taught in schools, hospitals, and community settings. She developed and currently manages a short term therapeutic program, utilising her specialised skills in trauma informed practice. Throughout her working life, Tessa has become acutely aware of the increased prevalence of people suffering from high levels of stress and developing significant mental health issues. She is an experienced trainer who teaches participants new strategies and skills.