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
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.
I have found this course very interesting. Even being a bride myself, you don't actually realise how much actually goes into planning a wedding. Every little detail goes into the course. I can’t wait to start putting my work into action - becoming a Wedding Planner and being part of a couple’s day. Helping them plan their most important day of their lives. It’s been interesting learning how other cultures plan and have their weddings, and how many different themes people choose from. Even to the honeymoon. So many things go into being a wedding planner, it’s not as simple as it seems.
Kelly Ford
Was really nice to be able to sit through an online course and fly through it.
This is because my learning styles are predominantly read/write and/or kinaesthetic so being in a classroom listening to teachers is often mind numbing and other students tend to hold me back. This course was great for allowing me to work through at my own pace.
It was also great value for money and although I didn't need to request for student support, all confirmation emails came through quickly and efficiently so I am overall pleased with the service.
Good job New Skills Academy, looking forward to learning with you more in the future.
Christian Roach
This course is very comprehensive. It is packed full of very helpful information to aid the Teaching assistant to use his or her skills and knowledge to the full.
If this course is being taken by those who have no knowledge of being a TA, then in my honest opinion they would certainly know about the role when they finish.
I do like the online tests at the end. It does make you think and definitely reinforces what material has just been read. It is also an incentive when seeing a 'grade' to realise how much has been taken in thus encouraging enthusiasm to proceed to the next module.
In all I would say that this course is certainly worth doing, I'm enjoying it and what it has to offer.
Samantha Morgans
My course was the Pet Sitting and Dog Walking course. It is quite an interesting course! It was perfect to learn, and this what I was looking for.
Easy and clear to understand with many helpful pictures, very helpful extra information, very informative. I really enjoyed studying this course. For me it was fun ? I studied when I have had time, which is great for me in addition to my current job.
I hope I can start soon my new career with my newly learned skills. I am so excited. Fully accredited course which is important for me. I will definitely recommend New Skills Academy!
Tamas Fekete
After being in recruitment for three years, this was an amazing course to remind me all the things that I may have let slip it also encouraged me to sharpen up my recruitment practices and I feel rejuvenated in my approach to recruitment with both clients and candidates.
Through the help of this course I feel that I can actively, proactively and effectively target both clients and candidates to achieve my target orientated goals.
Shaun Paskin
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
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
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.
I have found this course very interesting. Even being a bride myself, you don't actually realise how much actually goes into planning a wedding. Every little detail goes into the course. I can’t wait to start putting my work into action - becoming a Wedding Planner and being part of a couple’s day. Helping them plan their most important day of their lives. It’s been interesting learning how other cultures plan and have their weddings, and how many different themes people choose from. Even to the honeymoon. So many things go into being a wedding planner, it’s not as simple as it seems.
Kelly Ford
Was really nice to be able to sit through an online course and fly through it.
This is because my learning styles are predominantly read/write and/or kinaesthetic so being in a classroom listening to teachers is often mind numbing and other students tend to hold me back. This course was great for allowing me to work through at my own pace.
It was also great value for money and although I didn't need to request for student support, all confirmation emails came through quickly and efficiently so I am overall pleased with the service.
Good job New Skills Academy, looking forward to learning with you more in the future.
Christian Roach
This course is very comprehensive. It is packed full of very helpful information to aid the Teaching assistant to use his or her skills and knowledge to the full.
If this course is being taken by those who have no knowledge of being a TA, then in my honest opinion they would certainly know about the role when they finish.
I do like the online tests at the end. It does make you think and definitely reinforces what material has just been read. It is also an incentive when seeing a 'grade' to realise how much has been taken in thus encouraging enthusiasm to proceed to the next module.
In all I would say that this course is certainly worth doing, I'm enjoying it and what it has to offer.
Samantha Morgans
My course was the Pet Sitting and Dog Walking course. It is quite an interesting course! It was perfect to learn, and this what I was looking for.
Easy and clear to understand with many helpful pictures, very helpful extra information, very informative. I really enjoyed studying this course. For me it was fun ? I studied when I have had time, which is great for me in addition to my current job.
I hope I can start soon my new career with my newly learned skills. I am so excited. Fully accredited course which is important for me. I will definitely recommend New Skills Academy!
Tamas Fekete
After being in recruitment for three years, this was an amazing course to remind me all the things that I may have let slip it also encouraged me to sharpen up my recruitment practices and I feel rejuvenated in my approach to recruitment with both clients and candidates.
Through the help of this course I feel that I can actively, proactively and effectively target both clients and candidates to achieve my target orientated goals.
Shaun Paskin
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
Why you should study with us
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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
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
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
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
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
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
Yet another well laid out course. This is my 3rd course so far with New Skills Academy.
More than likely will be back for another one soon. This course was enjoyable to do, and I learnt a lot and passed first try. My certificate will be up on the wall soon.
Rob Coops
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
