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 2025
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.
Just writing to congratulate your team for putting this course together. I have been Training with SEN for a year as a trainee and fallen in love with this profession and the development of children in early years. I have had some professional in house training but i really enjoyed this course thank so much i needed a way to prove the some of my gained knowledge for my self as a single mum working so hard i am in tears this morning with joy thank so much i have lot of work to with our children with revisited knowledge and insight knowledge what bank of information to come back to when i need refreshing
Thank you This course was amazing I couldn't stop reading Like a hungry child
Tracey Boyce
A super user-friendly website, with very pertinent course content. Truly enjoyed the study material and the pace at which I could study was really great. I was delighted to receive my Diploma.
I had some technical problems along the way and contacted your student support team a couple of times and found them to be most helpful and the response time/turnaround was so quick.
I have also signed up to do the Events Planning Diploma and will definitely be studying further through your Academy. Once again a huge thank you – your support team are really helpful, friendly and efficient!!
Tanya Olsen
A great course to reinforce the knowledge I have gained through on-the-job experience. Now I have the confidence in my experience to apply for better jobs to utilise my newly learned skills. Being able to complete the course at my own speed and when convenient was great and suited my situation. Also being able to review the modules as I was progressing really helped it sink in thoroughly. I would strongly recommend this course to anyone who has an interest in HR, any section of the arena, either to learn, to brush up on existing knowledge or like me, to be able to prove that I know the basics of the HR function.
Jo Kesbey
I am considering a career change, so this seemed a good place to start. The course was comprehensive, for the price and easy to follow. The videos were also really helpful, to help put the information into context. The instructor was very down to earth and easy to follow.
It is helpful to be able to print out the course notes, to refer to at a later date. I will also re-watch the videos when I need to.
The test at the end was multiple choice. There may have been information relating to this on the website, but I didn't find it. The questions were very specific, so you do need to have revised before you take the test.
All in all, I am impressed, for the £40 I spent.
Kirsty Trenerry
I am so impressed with this course. For starters it was hugely discounted which saved me money, secondly it is really easy to use. It is jam packed with information yet so easy to follow and they layout is very clean, clear and precise. I have learnt so much from this course already and I can even revisit modules as and when I need to. If you are an aspiring Makeup Artist, then this course will definitely lead you on the right path and it teaches you how to deal with clients and how to get the best out of your career.
Esther Lawrence
I am so far really enjoying the course. Information is really well presented and tests a great recap to information covered. I also think the Notes tool is a good addition, however, the saving seems a little unstable so I have lost notes on a couple of the modules.
I figured that I needed to save prior to taking the test, but had selected a picture and as there was no close option, I clicked back and lost the notes I had taken. Apart from that, I am really enjoying the format and am finding the information easy to retain.
Amanda Rolfe
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 2025
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.
Just writing to congratulate your team for putting this course together. I have been Training with SEN for a year as a trainee and fallen in love with this profession and the development of children in early years. I have had some professional in house training but i really enjoyed this course thank so much i needed a way to prove the some of my gained knowledge for my self as a single mum working so hard i am in tears this morning with joy thank so much i have lot of work to with our children with revisited knowledge and insight knowledge what bank of information to come back to when i need refreshing
Thank you This course was amazing I couldn't stop reading Like a hungry child
Tracey Boyce
A super user-friendly website, with very pertinent course content. Truly enjoyed the study material and the pace at which I could study was really great. I was delighted to receive my Diploma.
I had some technical problems along the way and contacted your student support team a couple of times and found them to be most helpful and the response time/turnaround was so quick.
I have also signed up to do the Events Planning Diploma and will definitely be studying further through your Academy. Once again a huge thank you – your support team are really helpful, friendly and efficient!!
Tanya Olsen
A great course to reinforce the knowledge I have gained through on-the-job experience. Now I have the confidence in my experience to apply for better jobs to utilise my newly learned skills. Being able to complete the course at my own speed and when convenient was great and suited my situation. Also being able to review the modules as I was progressing really helped it sink in thoroughly. I would strongly recommend this course to anyone who has an interest in HR, any section of the arena, either to learn, to brush up on existing knowledge or like me, to be able to prove that I know the basics of the HR function.
Jo Kesbey
I am considering a career change, so this seemed a good place to start. The course was comprehensive, for the price and easy to follow. The videos were also really helpful, to help put the information into context. The instructor was very down to earth and easy to follow.
It is helpful to be able to print out the course notes, to refer to at a later date. I will also re-watch the videos when I need to.
The test at the end was multiple choice. There may have been information relating to this on the website, but I didn't find it. The questions were very specific, so you do need to have revised before you take the test.
All in all, I am impressed, for the £40 I spent.
Kirsty Trenerry
I am so impressed with this course. For starters it was hugely discounted which saved me money, secondly it is really easy to use. It is jam packed with information yet so easy to follow and they layout is very clean, clear and precise. I have learnt so much from this course already and I can even revisit modules as and when I need to. If you are an aspiring Makeup Artist, then this course will definitely lead you on the right path and it teaches you how to deal with clients and how to get the best out of your career.
Esther Lawrence
I am so far really enjoying the course. Information is really well presented and tests a great recap to information covered. I also think the Notes tool is a good addition, however, the saving seems a little unstable so I have lost notes on a couple of the modules.
I figured that I needed to save prior to taking the test, but had selected a picture and as there was no close option, I clicked back and lost the notes I had taken. Apart from that, I am really enjoying the format and am finding the information easy to retain.
Amanda Rolfe
Why you should study with us
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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
Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
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
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
I am a doctor. This course is well organized, covering all areas of CBT. The videos and practical tips are very helpful. All the modules are arranged with good explanations and examples. Also each module consists of quick test and assignment which enables you to gain knowledge. Finally I would like to thank the New Skills Academy team.
Dr. M. Arshad
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
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
It was an eye opening course that was flexible and easy to access. I was able to complete it from the comfort of my own home whilst also having the tasks to complete which enabled me to check my knowledge. I know feel much more confident in my field of work and really enjoyed doing it.
Ellie Clarke
