Dealing with Difficult Customers Course
This course equips you with proven call center techniques to manage difficult customers confidently. You will master de-escalation strategies, empathy building, effective scripting, and policy-compliant problem-solving. These skills safeguard your company, elevate CSAT scores, and transform irate callers into satisfied, loyal customers, ensuring better service outcomes and reduced escalations.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
Gain practical tools in this course to remain calm, communicate effectively, and resolve challenging customer complaints in line with company policies. Master empathy, emotional regulation, and professional language to calm tensions, along with scripting techniques, de-escalation methods, and step-by-step problem-solving for issues like refunds, deliveries, and faulty products. Boost customer satisfaction, minimise escalations, and protect both clients and your organisation.
Elevify advantages
Develop skills
- Develop empathetic call control to defuse angry customers quickly without admitting fault.
- Learn policy-smart solutions to resolve retail complaints while staying fully compliant.
- Master high-impact call scripting for crafting short, clear scripts in tough scenarios.
- Enhance KPI-focused performance to improve AHT, FCR, CSAT, and reduce complaint escalations.
- Build stress-resilient service using quick self-care tools to prevent burnout on calls.
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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