Dealing with Difficult Customers Course
This course equips customer service professionals with essential strategies to handle difficult interactions effectively, focusing on de-escalation, compliance, and performance improvement.

4 to 360h flexible workload
certificate valid in your country
What will I learn?
This Dealing with Difficult Customers Course provides practical tools to remain calm, communicate clearly, and resolve challenging complaints in line with policy. Learn empathy, emotional control, and professional language that defuses anger, plus scripting, de-escalation, and problem-solving steps for refunds, deliveries, and defective products. Enhance satisfaction scores, reduce escalations, and safeguard both customers and your company.
Elevify advantages
Develop skills
- Empathetic call control: defuse angry customers quickly without admitting fault.
- Policy-smart solutions: resolve retail complaints while staying fully compliant.
- High-impact call scripting: craft short, clear scripts for tough scenarios.
- KPI-focused performance: improve AHT, FCR, CSAT, and complaint escalation rates.
- Stress-resilient service: use quick self-care tools to avoid burnout on the phone.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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