Dealing with Difficult Customers, Certificate | University of Adelaide | Adelaide, Australia
Certificate On Campus

Dealing with Difficult Customers

1 days
810 AUD/full
810 AUD/full
Tuition fee
Apply date
Start date


The Dealing with Difficult Customers course offered by University of Adelaide will help you handle the most difficult customers with confidence and care—and build an unparalleled customer service reputation.


What you will study

Are you unsure how to handle angry customers? Finding your approach only escalates aggression? It’s possible to settle these situations empathetically and reduce stress for all concerned. This Dealing with Difficult Customers course offered by University of Adelaide looks at the sources of conflict and how you can handle them more effectively. You’ll evaluate your current approach to conflict management, consider factors that may be affecting communication, and learn advanced verbal techniques for de-escalation. Ideal for professionals on the frontline, it will help you collaborate with clients of all kinds to problem-solve and achieve mutually agreeable outcomes.

Programme Structure

The program focuses on:

  • What is the difference between difficult, angry and abusive customers?
  • How can I respond in each instance without escalating the situation?
  • What external factors might be contributing to customer hostility?
  • How can reflective listening help me demonstrate empathy and understanding?
  • What is collaborative language and why is it relevant to conflict resolution?
  • How and why should I use effective questioning to gather information?
  • What workplace and environmental factors can I change or be more aware of?
  • How can I manage my own emotions and stay calm under pressure?

Key information


  • Full-time
    • 1 days

Start dates & application deadlines


TOEFL admission requirements TOEFL® IBT


On Campus

Academic requirements

We are not aware of any specific GRE, GMAT or GPA grading score requirements for this programme.

English requirements

TOEFL admission requirements TOEFL® IBT

Student insurance

Make sure to cover your health, travel, and stay while studying abroad. Even global coverages can miss important items, so make sure your student insurance ticks all the following:

  • Additional medical costs (i.e. dental)
  • Repatriation, if something happens to you or your family
  • Liability
  • Home contents and baggage
  • Accidents
  • Legal aid

We partnered with Aon to provide you with the best affordable student insurance, for a carefree experience away from home.

Get your student insurance now

Starting from €0.53/day, free cancellation any time.

Remember, countries and universities may have specific insurance requirements. To learn more about how student insurance work at University of Adelaide and/or in Australia, please visit Student Insurance Portal.

Other requirements

General requirements

  • CRICOS Provider Number 00123M
  • Professionals wanting to handle difficult customer situations better – regardless of their level – should attend.

Tuition Fee

To always see correct tuition fees
  • International

    810 AUD/full
    Tuition Fee
    Based on the tuition of 810 AUD for the full programme during 1 days.
  • National

    810 AUD/full
    Tuition Fee
    Based on the tuition of 810 AUD for the full programme during 1 days.

Living costs for Adelaide

1328 - 2474 AUD /month
Living costs

The living costs include the total expenses per month, covering accommodation, public transportation, utilities (electricity, internet), books and groceries.


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Dealing with Difficult Customers
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