Seminar on Dealing with Difficult Customers

Seminar on Dealing with Difficult Customers


In the radically changing business environment nowadays, if companies want to be competitive, they have to pay special attention to satisfy their customers. Some customers are certainly more difficult to deal with than others and failure to handle them would lead to reduced market share and become less competitive.

This seminar is designed to demonstrate to the sales, counter and other customer relations staff the appropriate methods of dealing with difficult customers, with a minimum of stress on the part of all concerned, and in such a way that the customers remain on your side.

Date & Time

Tuesday, 26 October 2021
9:00 am – 5:00 pm


The Hong Kong Management Association,
14/F Fairmont House
8 Cotton Tree Drive
Central, Hong Kong

Medium of Instruction

English, which, depending on the needs of participants, may be supplemented with Cantonese or Mandarin


  1. Types of Difficult Customers
  2. Handling Customer Complaints
  3. Calming Upset Customers
  4. Dealing with Hostile Customers
  5. Satisfying Customers who are Difficult Persons
  6. Conclusion

Workshop Leader

Ms Weelan Ho is the Principal and Director of PGA Consulting Limited (HK) and the Director of Ascent Global Service Pty Limited (Australia). She has significant experience in helping companies create value and improve bottom-line results through Strategy Development, Operations & Sales Improvement, Service Excellence and Organization Cultural Change Programs etc., just to name a few. The clients she has worked with are multinationals, public listed companies, family-owned enterprises and SME across Asia Pacific in multiple industries as well as with the public sector.

Early Bird Discount

Deadline for Discount:

Information at a Glance


Commencement Date:

Tuition fee for Members:


Tuition fee for Non-members:


Medium of Instruction:

English & Chinese

Mode of Instruction:


Due to current COVID-19 situation, the mode of instruction might be changed from face-to-face to online teaching if necessary in the event that face-to-face classes cannot be held. The Association will contact the students concerned with details of such arrangements as necessary.



Course Details

Ms Louise Wan
Phone: +852 2774 8540

General Enquiry / Course Enrolment / Membership Information

Phone: +852 2774 8500 or +852 2774 8501
Fax: 2365 1000

Payment Methods