Rescuing Difficult Customers Certificate
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

of achievement
This certificate is presented to
Your Name

For completing the
Rescuing Difficult Customers Certificate
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.
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 only 5 modules in to the course but is delivering above what I expected. Content is well explained and easy to digest and I like that I can do it at my own rate and without time pressure.
I have a dace agree that covers anatomy etc and this has been an thorough refresher for me. Highly recommended. (Well priced too.)
Arran Selhi
The course is full of interesting and useful information to know more about garden design and maintenance.
All the modules are easy to understand and gave me strong basics and confidence to start my own garden design business. Also I found the course very interactive, with images to illustrate the modules, garden design plans examples... so I could really visualise what was meant in each module.
Considering the online aspect, I found the website very easy to use and I appreciated the fact that I could keep a trace of my course by downloading the modules on my own laptop.

Laurie Bednarczuk
I found the course very useful and it was fairly easy to navigate around the website. The course material was good and easy to understand and I am glad that I passed my test.
I learned so much as I am currently doing my CEMAP Mortgage Adviser qualification and thought that doing an Estate Agency Diploma would help me know the basics about selling and letting properties.
I feel so much more confident after doing the course and encourage anyone who wants a career in Estate Agency to do this course as you will learn so much from it.
Thank you New Skills Academy!

Alym Nathoo
Absolutely loved this course. The information provided is so easy to understand yet so vital to becoming a successful events planner/manager.
I enjoyed this course so much I completed it within 3 days and before finishing wanted to hop on Facebook and open a business. I didn’t by the way… I cannot wait to start putting my knowledge to good use, if you are planning a career in event management then the event management diploma is the way to go!
Not only have I learnt about planning, I now know the basics on starting a business and the dreaded health and safety regulations. So thankful I did this course, well worth it!

Michelle Britnor
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

of achievement
This certificate is presented to
Your Name

For completing the
Rescuing Difficult Customers Certificate
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.
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 only 5 modules in to the course but is delivering above what I expected. Content is well explained and easy to digest and I like that I can do it at my own rate and without time pressure.
I have a dace agree that covers anatomy etc and this has been an thorough refresher for me. Highly recommended. (Well priced too.)
Arran Selhi
The course is full of interesting and useful information to know more about garden design and maintenance.
All the modules are easy to understand and gave me strong basics and confidence to start my own garden design business. Also I found the course very interactive, with images to illustrate the modules, garden design plans examples... so I could really visualise what was meant in each module.
Considering the online aspect, I found the website very easy to use and I appreciated the fact that I could keep a trace of my course by downloading the modules on my own laptop.

Laurie Bednarczuk
I found the course very useful and it was fairly easy to navigate around the website. The course material was good and easy to understand and I am glad that I passed my test.
I learned so much as I am currently doing my CEMAP Mortgage Adviser qualification and thought that doing an Estate Agency Diploma would help me know the basics about selling and letting properties.
I feel so much more confident after doing the course and encourage anyone who wants a career in Estate Agency to do this course as you will learn so much from it.
Thank you New Skills Academy!

Alym Nathoo
Absolutely loved this course. The information provided is so easy to understand yet so vital to becoming a successful events planner/manager.
I enjoyed this course so much I completed it within 3 days and before finishing wanted to hop on Facebook and open a business. I didn’t by the way… I cannot wait to start putting my knowledge to good use, if you are planning a career in event management then the event management diploma is the way to go!
Not only have I learnt about planning, I now know the basics on starting a business and the dreaded health and safety regulations. So thankful I did this course, well worth it!

Michelle Britnor
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