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 decided to change career and few of my friends did similar on line courses and now work as teaching assistants.
This course is very well written and understandable.There is a lot of important information,all the chapters are well proportioned and enjoyable to read and understand.
I really liked worksheets on the end of modules which give you chance to summarise all the important parts in each module.I can recommend this course to anyone who would be interested in becoming teaching assistant.
Zuzana Duru
I am Massage Therapist, I know many things about various massages and techniques. On this website I finished Upper body course and I learned loads of interesting information which I did not know before. I recommend this for everyone who wants to be a professional massage therapist or just keep it as a hobby and give a massages to family members or close friends, because it is very helpful to know how to give massage correctly. Definitely will buy more courses from this website. Looking forward to buy a new course and learn more and more and more!
Sarune Liepaite
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
This course thoroughly improved my knowledge of Microsoft Outlook. I found the modules on meetings, appointments and tasks the most informative. I’m sure these will all have a direct impact on my day to day working life.
If you do not already have a basic understanding of Outlook then the first few modules in particular will be very helpful to you as they cover the fundamentals extremely well.
There is also more advanced options for those who are at that level.
The course is very easy to follow, the tutorial videos are extremely well put together and you can learn at your own pace.
Jordan Grierson
I started this course so I could learn about payroll as I am interested in hopefully securing future employment within this area.
The course is brilliant to use. The information available on the individual modules is so easy to read and understand. The activities at the end of the modules refresh what you have just learnt, you can print these also so you are able to make notes for your own personal reference to go back to. You can also log onto your course at home or if your out and about on your phone.
Overall I would recommend this course and I am so pleased I decided to go for this and will look forward to being able to write this onto my CV.
Laura Malcom
Clear and informative content, excellently delivered for students of all levels to easily undertake.
This course gave me a great level of understanding to confidently take on even further payroll related education. It filled in the gaps where my knowledge was not so strong, which I have now confidently applied to my day to day job.
A boost on my CV which I feel will make me more attractive to future employers. Overall excellent and highly recommended!
Alex Hooton
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 decided to change career and few of my friends did similar on line courses and now work as teaching assistants.
This course is very well written and understandable.There is a lot of important information,all the chapters are well proportioned and enjoyable to read and understand.
I really liked worksheets on the end of modules which give you chance to summarise all the important parts in each module.I can recommend this course to anyone who would be interested in becoming teaching assistant.
Zuzana Duru
I am Massage Therapist, I know many things about various massages and techniques. On this website I finished Upper body course and I learned loads of interesting information which I did not know before. I recommend this for everyone who wants to be a professional massage therapist or just keep it as a hobby and give a massages to family members or close friends, because it is very helpful to know how to give massage correctly. Definitely will buy more courses from this website. Looking forward to buy a new course and learn more and more and more!
Sarune Liepaite
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
This course thoroughly improved my knowledge of Microsoft Outlook. I found the modules on meetings, appointments and tasks the most informative. I’m sure these will all have a direct impact on my day to day working life.
If you do not already have a basic understanding of Outlook then the first few modules in particular will be very helpful to you as they cover the fundamentals extremely well.
There is also more advanced options for those who are at that level.
The course is very easy to follow, the tutorial videos are extremely well put together and you can learn at your own pace.
Jordan Grierson
I started this course so I could learn about payroll as I am interested in hopefully securing future employment within this area.
The course is brilliant to use. The information available on the individual modules is so easy to read and understand. The activities at the end of the modules refresh what you have just learnt, you can print these also so you are able to make notes for your own personal reference to go back to. You can also log onto your course at home or if your out and about on your phone.
Overall I would recommend this course and I am so pleased I decided to go for this and will look forward to being able to write this onto my CV.
Laura Malcom
Clear and informative content, excellently delivered for students of all levels to easily undertake.
This course gave me a great level of understanding to confidently take on even further payroll related education. It filled in the gaps where my knowledge was not so strong, which I have now confidently applied to my day to day job.
A boost on my CV which I feel will make me more attractive to future employers. Overall excellent and highly recommended!
Alex Hooton
Why you should study with us
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RRP
$100
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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
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
The course was clearly set out with helpful end of week tests which built my knowledge. Being dyslexic I found the course was set out in an easy to understand way. I was able to pass the test on my first attempt. The downloaded pdf are a useful resource that you can keep forever. Looking forward to the next course
Ross Dunsten
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
I took up this course initially to help me with my own dog, but found that as I worked through the material I actually started thinking that this could be something that I could use to make a second income. From start to finish I found the course engaging and interesting. I am now doing another dog related course and am experiencing the same level of enjoyment. I would recommend New Skills Academy without hesitation.
Keith Smith
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
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
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
