Rescuing Difficult Customers Certification

Rescuing Difficult Customers Certification

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

PLUS - Access to the exclusive New Skills Academy Study Group!
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Rescuing Difficult Customers Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

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.

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

Easy to use! Fantastic! It has massively helped me whilst I have been working in Human Resources.

I couldn't ask for anything better.

I can't wait to start another course with you! Definitely worth every penny and I would highly recommend I was also able to brush up on my excel knowledge too which is really imperative in my role.

Before I started the course I had little knowledge on how to use Excel I am now a Excel wiz! Such a fantastic course I would recommend it to anyone working in HR or looking to get into HR

Eva Stenson

I am a hands-on learner, nothing goes in when I am bored blasted. This course was fantastic, the material for each module is provided in writing, which can be printed and read wherever you are in in your own time, all devices compatible and a short video showing how to do it using Excel.

You can re-visit each module however many times you want, even after completing the exam. The exam is totally content driven (what they teach is what they ask).
This is a great site to learn and I will be recommending it to everyone, Do a course…

Paul Byrne

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

This was the first online course I’ve funded myself and I was apprehensive as you don’t really know what you’re going to get!

However, I’m happy to report that this course has given me a really good grounding in Child Psychology and has whet my appetite to pursue some of the content in more detail under my own steam.

When I had questions, the Support Team’s responses were lightning fast and reassuring and for the fee paid and the experience I’ve had this has been great value for money and a firm foundation on which to build in the future.

Thank you New Skills Academy!

Tom Shires

I was pleased to find the course I wanted at such a reasonable price. The system is really easy to use and the information given is clear and precise.

I like the fact you can print each module as I like to make hand written notes when studying. The course has provided me with a better understanding of the construction industry, even with all the reading it kept me interested throughout.

The customer service was prompt and very helpful, and I love that you can take your own time in completing the course.

I look forward to completing new courses in the future, Thank You!

Samantha Norman

Duration:
0.25 hours

Access:
Lifetime Access

Approved by:
CPD

Learning Type:


Text based modules  Images  Video learning 

Cost:
$28.00

Rescuing Difficult Customers Certification

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

PLUS - Access to the exclusive New Skills Academy Study Group!
ID: YDFT67YHJ
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Rescuing Difficult Customers Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

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.

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

Easy to use! Fantastic! It has massively helped me whilst I have been working in Human Resources.

I couldn't ask for anything better.

I can't wait to start another course with you! Definitely worth every penny and I would highly recommend I was also able to brush up on my excel knowledge too which is really imperative in my role.

Before I started the course I had little knowledge on how to use Excel I am now a Excel wiz! Such a fantastic course I would recommend it to anyone working in HR or looking to get into HR

Eva Stenson

I am a hands-on learner, nothing goes in when I am bored blasted. This course was fantastic, the material for each module is provided in writing, which can be printed and read wherever you are in in your own time, all devices compatible and a short video showing how to do it using Excel.

You can re-visit each module however many times you want, even after completing the exam. The exam is totally content driven (what they teach is what they ask).
This is a great site to learn and I will be recommending it to everyone, Do a course…

Paul Byrne

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

This was the first online course I’ve funded myself and I was apprehensive as you don’t really know what you’re going to get!

However, I’m happy to report that this course has given me a really good grounding in Child Psychology and has whet my appetite to pursue some of the content in more detail under my own steam.

When I had questions, the Support Team’s responses were lightning fast and reassuring and for the fee paid and the experience I’ve had this has been great value for money and a firm foundation on which to build in the future.

Thank you New Skills Academy!

Tom Shires

I was pleased to find the course I wanted at such a reasonable price. The system is really easy to use and the information given is clear and precise.

I like the fact you can print each module as I like to make hand written notes when studying. The course has provided me with a better understanding of the construction industry, even with all the reading it kept me interested throughout.

The customer service was prompt and very helpful, and I love that you can take your own time in completing the course.

I look forward to completing new courses in the future, Thank You!

Samantha Norman

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