Managing complaints and demanding clients

Learn how to handle a delicate and tense situation with a client in this training. Understand how to preserve the relationship and restore trust.

Upcoming sessions

Guaranteed to run

No date suits you?

Notify me when a session is added.

  • Duration: 1 day
  • Regular price: $525
  • Preferential price: $450

Course outline

Duration : 1 day

LanguagesThese scheduled public sessions are offered in English or in French (FR)


Learn to get through delicate and tense situations with customers, all the while maintaining the quality of the customer relationship and protecting yourself.


  • Transform communications with your customers into pleasant memories for them and for you.
  • Deal with tough situations in a way that makes everyone happy.
  • Defuse killer comments with words that restore hope.
  • Specify concrete ways to improve your customer relationships.
  • Counter escalating feelings that follow rejection.


The service relationship
  • The three aspects of a customer relationship.
  • The cycle and stages of a customer relationship.
  • The limitations of customer service.
The dissatisfied customer
  • When unmet needs cause pressure to build.
  • The stages of escalating feelings.
  • Obtaining the customer’s help.
Response techniques
  • Saying no and maintaining the customer relationship.
  • Regaining control of a customer relationship.
  • Responding to killer comments.

Surround yourself with the best

Marie-Claude Brodeur
Marie-Claude Brodeur
Trainer and Human Resources Consultant
Marie-Claude’s primary motivation is to have a positive impact on change to overcome business challenges and achieve business objectives.
Kathleen Sears
Kathleen Sears
Trainer, Coach, Leadership Consultant
Fueled by leadership, decision-making, and a passion for collaboration, Kathleen knows how to get the best out of people to help them achieve their business goals.
Ysabel Viau
Ysabel Viau
Trainer, MBA, CQ certified
An artist with an MBA - Ysabel combines creativity and solid business knowledge to innovative training, compelling communications and effective development strategies and compelling communications. She garners over 30 years of experience in marketing and communications as an entrepreneur, GM, CMO, and writer. She has provided strategic development and communications services to local and international businesses in various industries, including technology, design, lifestyle/fashion, publishing and culture.
Alain Beaudoin
Alain Beaudoin
Trainer, Coach and Leadership Consultant
Known for the creative fuel that he brings to projects thought to be impossible to carry out, Alain is convinced that people are at the heart of change and focuses his approach on each individual’s positive development.
Be aware of trends, innovations and best practices, every month.
Training center accredited by Emploi-Québec, Accreditation : 0051460
GST : 141582528 – QST : 1019557738
© 2021 AFI
AFI Expertise

The AFI experience brought to you by Edgenda

At AFI, our focus is to offer you relevant training and impactful learning experiences in line with your transformation approach. Do you need support for your approach? Check out Edgenda’s services: