Dealing with Difficult Customers Course
This course equips participants with essential strategies for managing difficult customer interactions, focusing on de-escalation, empathy, and policy-compliant resolutions to improve service outcomes and reduce escalations.

4 to 360 hours flexible workload
valid certificate 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 diffuses anger, plus scripting, de-escalation, and problem-solving steps for refunds, deliveries, and faulty products. Enhance satisfaction scores, cut escalations, and safeguard both customers and your organisation.
Elevify advantages
Develop skills
- Empathetic call control: defuse irate customers swiftly without conceding fault.
- Policy-savvy solutions: settle retail complaints whilst remaining entirely compliant.
- High-impact call scripting: create concise, clear scripts for demanding situations.
- KPI-oriented performance: enhance AHT, FCR, CSAT, and complaint escalation rates.
- Stress-resilient service: employ rapid self-care techniques to prevent burnout on the telephone.
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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