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.
This course has been such a great help in my new career path as a PA. When I was job hunting before, I was having no luck, however now I have interested daily for PA roles all because of my new qualification. Easy to use at my own pace. Thanks!
Natasha Brinn
I am over the moon with my experience in completing my first online course with New Skills Academy. I found the whole process quick and efficient and the site very easy to navigate. I found it helpful to complete short tests at the end of each module as I feel this help to review the information I have read and confirm that I understood it and could retain the information as well. I found the course to be very well written and the information provided to be interesting and relevant to the course and the final test to be efficient in recapping everything I had learnt throughout the course. I completely the course quite quickly as was able to study using my iPhone as the course was iOS compatible which I found to be the best way of accessing the course, information and tests. I'm thrilled that I passed my first course and can't wait to get started on the next one. Thank you for such a positive and rewarding experience.
Lisa Simmons
Excellent course, easy to follow, excellent tutorial videos that set examples out very simply and are easy to pause or fast forward meaning you can go through this course at totally your own speed.
The work sheets are very good as the examples from the video are all replicated clearly and you can skip back and forth between the worksheet and the video if you don’t remember something completely the first time. When you are confident with the subject, you move yourself on to the next one
I love that I can do this completely in my own time and am sure that at the end of the course I will be confident in my own ability to use Excel.
Caroline Powell
The course was very well structured and I have a clear idea from all subjects. All the subjects have examples and highlight very important information during the course.
It is suitable for my needs in improving my qualification and doing an online course which transmits all necessary information.
The material is very relevant to the day-to-day activities in a bank and show me how many options I have available inside the bank industry and which qualifications I need. I am very happy with it and I recommend everyone who has some curiosity to learn more about the banking sector.
Diogo Miranda
Great course, lots of really good information which I could take my time over reading and making notes. I could then understand and learn through the content. It has definitely already helped my teaching and will continue to be a source of reference.
Harriet More
Whilst doing an internship in an Estate Agency, I decided to study the Estate Agent Diploma to gain a better understanding of the regulations and the best ways to go about visits and building my network. I found the course to be very comprehensive and easy to follow.
I’d recommend this to anyone looking to broaden their knowledge of the field of Estate Agency. I found the time estimates to be right if you are simply reading, but I took several pages of notes and so took longer, as I wanted to really understand what I was reading.
Overall, comprehensive and easy to follow.
Lauren Newall
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.
This course has been such a great help in my new career path as a PA. When I was job hunting before, I was having no luck, however now I have interested daily for PA roles all because of my new qualification. Easy to use at my own pace. Thanks!
Natasha Brinn
I am over the moon with my experience in completing my first online course with New Skills Academy. I found the whole process quick and efficient and the site very easy to navigate. I found it helpful to complete short tests at the end of each module as I feel this help to review the information I have read and confirm that I understood it and could retain the information as well. I found the course to be very well written and the information provided to be interesting and relevant to the course and the final test to be efficient in recapping everything I had learnt throughout the course. I completely the course quite quickly as was able to study using my iPhone as the course was iOS compatible which I found to be the best way of accessing the course, information and tests. I'm thrilled that I passed my first course and can't wait to get started on the next one. Thank you for such a positive and rewarding experience.
Lisa Simmons
Excellent course, easy to follow, excellent tutorial videos that set examples out very simply and are easy to pause or fast forward meaning you can go through this course at totally your own speed.
The work sheets are very good as the examples from the video are all replicated clearly and you can skip back and forth between the worksheet and the video if you don’t remember something completely the first time. When you are confident with the subject, you move yourself on to the next one
I love that I can do this completely in my own time and am sure that at the end of the course I will be confident in my own ability to use Excel.
Caroline Powell
The course was very well structured and I have a clear idea from all subjects. All the subjects have examples and highlight very important information during the course.
It is suitable for my needs in improving my qualification and doing an online course which transmits all necessary information.
The material is very relevant to the day-to-day activities in a bank and show me how many options I have available inside the bank industry and which qualifications I need. I am very happy with it and I recommend everyone who has some curiosity to learn more about the banking sector.
Diogo Miranda
Great course, lots of really good information which I could take my time over reading and making notes. I could then understand and learn through the content. It has definitely already helped my teaching and will continue to be a source of reference.
Harriet More
Whilst doing an internship in an Estate Agency, I decided to study the Estate Agent Diploma to gain a better understanding of the regulations and the best ways to go about visits and building my network. I found the course to be very comprehensive and easy to follow.
I’d recommend this to anyone looking to broaden their knowledge of the field of Estate Agency. I found the time estimates to be right if you are simply reading, but I took several pages of notes and so took longer, as I wanted to really understand what I was reading.
Overall, comprehensive and easy to follow.
Lauren Newall
Why you should study with us
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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
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
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
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
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
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
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
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
