• 26 February 2020
     26 February 2020
     9:00 am - 4:30 pm
  • 21 May 2020
     21 May 2020
     9:00 am - 4:30 pm
  • 12 August 2020
     12 August 2020
     9:00 am - 4:30 pm


Do you dislike dealing with upset, unhappy or angry clients? Is resolving client complaints part of your role? Then this course is for you! Handling customer complaints successfully is critical in business. We all know that complaining customers are an opportunity, however, sometimes it doesn’t feel like it! This course will provide essential skills to help be more effective in handling difficult client situations. The course includes discussions, exercises and step-by-step methods.

Who should attend

All staff members at any level in business who interact with clients.


  • Understand what makes clients unhappy and complain
  • The cost of unhappy clients
  • Identify what skills and techniques work effectively with clients who are complaining, unhappy or angry
  • Know the right types of questions to determine the real issue
  • Identify any unhelpful thinking or behaviour you may have
  • Look at different difficult situations and what works more effectively for those situations
  • Identify different types of clients and how to effectively deal with those differences to avoid misunderstandings
  • How to manage yourself and your emotions in difficult situations

Learning Outcomes

On completion, participants should be able to:

  • Understand the value of complaints
  • Identify and use more effective skills and behaviours
  • Resolve client issues in a more positive and professional manner
  • More confidently handle client complaints resulting in a win-win situation


A Certificate of Attendance will be issued at the completion of the course.

Duration & Venue

Duration:   Full Day:  9.00am – 4.30pm
Venue:       AFEI, Level 2, 97-99 Bathurst Street, Sydney NSW 2000

Fee (GST Free)

Member Fee:           AUD $350
Non Member Fee:  AUD $395

Other Details

Fee includes morning tea and course materials.

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There are no dates currently scheduled for this course. Please contact AFEI to express your interest or to arrange private/on-site training.