Rescuing Difficult Customers Certificate
Why you should study with us
Rescuing Difficult Customers Certificate Course
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 Certificate
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.
Amazing course, very insightful and surprisingly current. I work in the healthcare industry and this course answered a lot of my questions about the pharmaceutical field and the future relationship between the NHS and the Pharmacies.
What an innovative way to learn. Congrats everyone who put this together. I’m now hungry for further studies. The cost is next to nothing and I would definitely recommend the service to anyone. Actually, I plan to inform my colleagues about my success and will forward them here to try this out and see if they’ll be impressed as I am.
This was an absolute joy. Credit to New Skills Academy for offering this.
Steven Kasozi
This course is so easy. I was a little nervous before I started it but even after the first module I was at ease.
The video's are clear and the course is easy to understand.
Everything I need to learn is here, from the basics like handling to bathing to full grooming. you can save the work on to your pc or laptop as you go along so you can go back over it later on. at the end of each module you even get time to practise what you have learnt.
I'm so glad I found this company and will highly recommend.
Kirsty Wilson
This course will give me the chance to engage further in my search for a career. I found this course helpful for both refreshing my memory of known skills as well as teaching me new ones.
I appreciated the chance to engage in this course as it was very interactive. I could both watch videos as well as read explanations. I could then apply that in a practice element of the course.
I have an ICT A Level and I didn’t know some of the function that were possible on word. It has been beneficial to me, even though I’m well versed in Microsoft Word.
Shelley Mckeown
This course was excellent, detailed and enjoyable. It gave me lots of information and helped me develop my skills and knowledge to assist facilitate learning of students that have special educational needs. It outlined the main conditions that fall into the categories of SEN and a detailed explanation of them.
This course also gave me lots of ideas on how to assist learners and the confidence of how to develop my teaching resources. It also highlighted the relevant legislation covering special educational needs and gave me important information regarding the roles and responsibilities of the SENCO and the teacher in supporting learners.
I now feel more confident that I will be able to support these students better.
Emma Louise Dalton
I started the HR Management Diploma Level 2 – CPD Certified & IVCAS Accredited in November 2016, and I can say hand on heart it has been the best experience of my life.
Everything I have learnt here, every lesson, has been practical and useful, with real skills that are relevant to the real world, instead of hours of boring theory and history of the subject. Straight away we were learning real web design.
This course has been incredibly helpful and I have learnt far more than I could have ever imagined and I have only completed 4 of the 20 modules.
Chloe Gibson
Received course work as a gift from my spouse. Each module was easy to follow, great content and exceptional graphics and illustrations.
I especially appreciated that I was able to take the modules at my own pace, according to the schedule that fit within my work and free time. Tests where 5 questions based at the end of each module and a 50 question test at the completion of all mode’s.
A wonderful experience, would highly recommend.
Karen Lee Herron
Rescuing Difficult Customers Certificate Course
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 Certificate
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.
Amazing course, very insightful and surprisingly current. I work in the healthcare industry and this course answered a lot of my questions about the pharmaceutical field and the future relationship between the NHS and the Pharmacies.
What an innovative way to learn. Congrats everyone who put this together. I’m now hungry for further studies. The cost is next to nothing and I would definitely recommend the service to anyone. Actually, I plan to inform my colleagues about my success and will forward them here to try this out and see if they’ll be impressed as I am.
This was an absolute joy. Credit to New Skills Academy for offering this.
Steven Kasozi
This course is so easy. I was a little nervous before I started it but even after the first module I was at ease.
The video's are clear and the course is easy to understand.
Everything I need to learn is here, from the basics like handling to bathing to full grooming. you can save the work on to your pc or laptop as you go along so you can go back over it later on. at the end of each module you even get time to practise what you have learnt.
I'm so glad I found this company and will highly recommend.
Kirsty Wilson
This course will give me the chance to engage further in my search for a career. I found this course helpful for both refreshing my memory of known skills as well as teaching me new ones.
I appreciated the chance to engage in this course as it was very interactive. I could both watch videos as well as read explanations. I could then apply that in a practice element of the course.
I have an ICT A Level and I didn’t know some of the function that were possible on word. It has been beneficial to me, even though I’m well versed in Microsoft Word.
Shelley Mckeown
This course was excellent, detailed and enjoyable. It gave me lots of information and helped me develop my skills and knowledge to assist facilitate learning of students that have special educational needs. It outlined the main conditions that fall into the categories of SEN and a detailed explanation of them.
This course also gave me lots of ideas on how to assist learners and the confidence of how to develop my teaching resources. It also highlighted the relevant legislation covering special educational needs and gave me important information regarding the roles and responsibilities of the SENCO and the teacher in supporting learners.
I now feel more confident that I will be able to support these students better.
Emma Louise Dalton
I started the HR Management Diploma Level 2 – CPD Certified & IVCAS Accredited in November 2016, and I can say hand on heart it has been the best experience of my life.
Everything I have learnt here, every lesson, has been practical and useful, with real skills that are relevant to the real world, instead of hours of boring theory and history of the subject. Straight away we were learning real web design.
This course has been incredibly helpful and I have learnt far more than I could have ever imagined and I have only completed 4 of the 20 modules.
Chloe Gibson
Received course work as a gift from my spouse. Each module was easy to follow, great content and exceptional graphics and illustrations.
I especially appreciated that I was able to take the modules at my own pace, according to the schedule that fit within my work and free time. Tests where 5 questions based at the end of each module and a 50 question test at the completion of all mode’s.
A wonderful experience, would highly recommend.
Karen Lee Herron
Why you should study with us
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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
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 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
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 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
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
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
