What You will Learn From This course

By the end of this course, you will:

• Develop the ability to manage and de-escalate difficult customer interactions.
• Learn techniques for resolving conflicts while maintaining customer satisfaction.
• Understand how to remain calm and professional in high-pressure situations.
• Gain strategies to turn negative experiences into positive outcomes for both the customer and the business.

Course Curriculum

Requirements

Some experience in customer service is recommended, but not required. A willingness to engage with challenging scenarios and practice conflict resolution skills is essential. A reliable internet connection is necessary for accessing course materials and participating in interactive exercises.

Description

Handling Difficult Customers is designed to provide you with the skills and strategies needed to navigate challenging customer interactions. This course covers techniques for de-escalation, conflict resolution, and maintaining professionalism under pressure. Whether you're dealing with angry, demanding, or uncooperative customers, this course will equip you with the tools necessary to turn difficult situations into positive experiences for both the customer and your business.

Instructor Profile

Karen Follman

Customer Experience Manager

With a strong background in customer service and support, I have spent the last 15 years helping companies enhance their customer experience through effective communication, empathy, and problem-solving. My focus is on training remote teams to deliver exceptional service, regardless of location.

Experiences

• Customer Service Director

  Verizon (Jan 10 - Jul 23 )

Reviews

Kylie Carpenter

01-09-2024 09:32 PM

Well formatted 

Jonathan Clark

05-06-2023 05:49 AM

It was quite engaging. Handling Difficult Customers provided a deep understanding of the subject. I’d suggest it to my peers.

Darrell Welch

22-11-2023 06:48 AM

Enrolling in this course was perfectly suited. I took away a lot of useful knowledge from Handling Difficult Customers. I’d recommend it to...

Isabella Rogers

25-01-2024 09:08 PM

Signing up for this course proved to be professionally delivered. Handling Difficult Customers was a key learning experience for me. I’d reco...