Dealing with Difficult Customers Course
Master proven call center techniques to handle difficult customers confidently. Learn de-escalation, empathy, scripting, and policy-based problem solving to protect your company, boost CSAT scores, and turn angry callers into loyal customers. This course equips you with practical tools to stay calm, communicate effectively, and resolve complaints while improving satisfaction and reducing escalations.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This course provides practical tools to stay calm, communicate clearly, and resolve tough customer complaints within policy guidelines. You will learn empathy, emotional control, professional language to defuse anger, scripting techniques, de-escalation methods, and problem-solving steps for issues like refunds, deliveries, and defective products, ultimately improving satisfaction scores and protecting your company.
Elevify advantages
Develop skills
- Empathetic call control: defuse angry customers fast 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 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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