Dealing with Difficult Customers Course
Master proven call center techniques to handle difficult customers with confidence. Learn de-escalation, empathy, scripting, and policy-based problem solving to protect your company, boost CSAT, and turn angry callers into loyal customers.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This Dealing with Difficult Customers Course gives you practical tools to stay calm, communicate clearly, and resolve tough complaints within 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. Improve satisfaction scores, reduce escalations, and protect both customers and 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 the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workloadWhat our students say
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