Rescuing Difficult Customers Certification
Why you should study with us
Rescuing Difficult Customers Certification
Even successful organisations will have to deal with dissatisfied customers or clients from time to time. Some of these customers will be antagonistic, often because they feel angry or upset and struggle to control their emotions. In other words, they are “difficult customers”.
Handling these customers requires strong communication skills, a calm manner and a willingness to work with the customer. In this course, you will learn how to resolve tense situations and resolve complaints quickly and efficiently.
You Will Learn:
- The reasons why a customer may be dissatisfied with a product or service
- How to use your voice to defuse a tense situation, and how remaining calm can improve a customer's mood
- Why you should never attempt to deny responsibility
- Why you should focus on the customer first, then the problem that has prompted their complaint
- Why you should follow up with a customer after you have solved their problem
Benefits of Taking This Course:
- If you work in customer services, this course will help you deal with difficult customers and, in turn, reduce your stress levels
- If you work in an office, this course will help you handle difficult visitors
- If you work in sales, this course will help you defuse tense or awkward moments that may arise during a sales pitch
- If you work in an occupation whereby you routinely come into contact with the public, such as the emergency services, this course will help you stay calm in challenging situations
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Rescuing Difficult Customers Certification
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 2 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 2 modules there is a multiple choice test. The questions will be on a range of topics found within the 2 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 0.25 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
I was a little sceptical about doing an online course as thought it wouldn't be very in depth, but how wrong I was!
Very thorough and covered everything yo could possibly need. I trained many years ago and wanted a refresh and this was perfect and enabled me to get my insurance and feel confident being back in the Beauty Industry.
I'm now about to start another refresh course on waxing and cant wait to get going, I will most certainly be back to do more. If you're unsure whether to do an online course, don't be, its a must. Highly recommended!
Sue Pearce
A fantastic start for a new SENCo or a nice refresher for one who has been around for a while, worth every penny and has helped immensely!
Leanne McMahon
Amanda Groom
I passed my admin course. It was very clear, so I found it so easy to understand and take in all the information. Thank you
Janet Nantomah
I was worried that I wouldn't be able to manage this my course and work. But to my surprise and comfort this course is set out so well I find I'm enjoying learning again and look forward to putting my studying into practice in my future job role....it's brilliant !!!!
Marie Whitfield
I love being able to study from home, the site is easy to use and I like being able to just log in and study for as long as I have free then pick it up again the next day or a week later. I lost my job suddenly with no notice and decided to take the opportunity to get back into something new I intended to do long ago but just never had the time or money to do so. The great prices for online learning and being able to learn from home whilst doing part time work have helped out so much when on a budget and being unable to be able attend full time college courses.
Kirsten Owen
Rescuing Difficult Customers Certification
Even successful organisations will have to deal with dissatisfied customers or clients from time to time. Some of these customers will be antagonistic, often because they feel angry or upset and struggle to control their emotions. In other words, they are “difficult customers”.
Handling these customers requires strong communication skills, a calm manner and a willingness to work with the customer. In this course, you will learn how to resolve tense situations and resolve complaints quickly and efficiently.
You Will Learn:
- The reasons why a customer may be dissatisfied with a product or service
- How to use your voice to defuse a tense situation, and how remaining calm can improve a customer's mood
- Why you should never attempt to deny responsibility
- Why you should focus on the customer first, then the problem that has prompted their complaint
- Why you should follow up with a customer after you have solved their problem
Benefits of Taking This Course:
- If you work in customer services, this course will help you deal with difficult customers and, in turn, reduce your stress levels
- If you work in an office, this course will help you handle difficult visitors
- If you work in sales, this course will help you defuse tense or awkward moments that may arise during a sales pitch
- If you work in an occupation whereby you routinely come into contact with the public, such as the emergency services, this course will help you stay calm in challenging situations
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Rescuing Difficult Customers Certification
on 21st November 2026
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 2 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 2 modules there is a multiple choice test. The questions will be on a range of topics found within the 2 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 0.25 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
I was a little sceptical about doing an online course as thought it wouldn't be very in depth, but how wrong I was!
Very thorough and covered everything yo could possibly need. I trained many years ago and wanted a refresh and this was perfect and enabled me to get my insurance and feel confident being back in the Beauty Industry.
I'm now about to start another refresh course on waxing and cant wait to get going, I will most certainly be back to do more. If you're unsure whether to do an online course, don't be, its a must. Highly recommended!
Sue Pearce
A fantastic start for a new SENCo or a nice refresher for one who has been around for a while, worth every penny and has helped immensely!
Leanne McMahon
Amanda Groom
I passed my admin course. It was very clear, so I found it so easy to understand and take in all the information. Thank you
Janet Nantomah
I was worried that I wouldn't be able to manage this my course and work. But to my surprise and comfort this course is set out so well I find I'm enjoying learning again and look forward to putting my studying into practice in my future job role....it's brilliant !!!!
Marie Whitfield
I love being able to study from home, the site is easy to use and I like being able to just log in and study for as long as I have free then pick it up again the next day or a week later. I lost my job suddenly with no notice and decided to take the opportunity to get back into something new I intended to do long ago but just never had the time or money to do so. The great prices for online learning and being able to learn from home whilst doing part time work have helped out so much when on a budget and being unable to be able attend full time college courses.
Kirsten Owen
Why you should study with us
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RRP
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Fantastic course! Well-presented and challenging with frequent assessments. I feel a serious sense of accomplishment having not studied for over 30 years! Videos that accompany each module are carefully thought out and informative. Am so impressed with this course, have now signed up for 3 other courses and recommending New Skills Academy to everyone!
Marva Hudson
Very interesting and helpful course. I ve learned a lot of interesting things about make up and the tutorials were very helpful and easy to understand. I really reccomend this course for everyone who is passionate about make up and wish to develop their skills and make a career from their hobby.
Nicoleta Lucaci
This is a great course for any level of knowledge. Very easy to navigate, great practical tasks and explanations are very clear. You can revise any module with no problem. The test wasn’t too hard if you completed every module. It may be handy to make some notes before you start. Overall I'm very happy with my choice. Thank you New skills for my New skills :)
Julia Bobkova
Wow what an incredible insight for the start of anyone's journey in property. This course gives you so much information and there are tests and questions on each of the modules. The course is very easy to follow and well laid out. You can actually make notes on the pages of each module using the notes tab! I am very excited to say that I passed and I only spent one week on this course. I will print all the PDF information and keep it in a file with my certificate. I feel very confident for my future plans now I have completed this course.
Nichola Anderson
This course is a great way to brush up on my rusty excel skills, I recommend this course to anyone looking for something to do during lockdown, it's easy to use and talks you through each stage step by step. It has given me the confidence I need to further my career.
Georgia Darke
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
I found this course incredibly useful, as it provided me with practical knowledge which I can implement in my role as a Support Worker. The videos were clear and concise, and the downloadable worksheets reinforced what I had learned as I was able to put pen to paper. Overall, a fantastic course for a great price! I am looking forward to taking on my next one.
Teleisha Harley
Lovely course for people who want to know the basics and of sign language. It's has helped me to get more of an understanding and will greatly benefit me in my workplace. So easy to pick up and the videos were easy to understand. Would definitely recommend to anyone.
Chloe Hambly
