Rescuing Difficult Customers Certification
Why you should study with us
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
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Rescuing Difficult Customers Certification
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.
The course is well written and broken down into easy sections, there is a test at the end of each module. This course is good if you're looking at a new career or even just want a better understanding of exercise, I would recommend the course for for either.
The web site is easy to navigate, I would recommend this for some one wanting to start a career in the fitness industry.
Lisa Hayden
I was very pleased to find a course online which suited both my financial and learning needs.
Really enjoyed the course and would like to take this further. I would recommend this course and found it good value. There is a lack of this type of course available in any colleges in Scotland.
The course has given me motivation to learn and research online about different breads of dogs and their care. I enjoyed the videos attached to the course which were very detailed and easy to follow. I have since purchased the brushes and tools recommended and have had a chance to put into practice what I have learned.
Margaret Whitehead
This course was very easy to follow. Any assistance needed was quickly and professionally sorted.
The modules were great. I am a complete novice in this area of studying but was able to follow each module at my own pace and review.
Thoroughly recommend this to any seeking employment in this area. You get a recognised certificate at the end!
What is also useful is you can revisit modules and refer back to even after the course.
There is an exam at the end which was quite hard but it ensures you have read each module carefully ,so you fully understand.
This course is a must for anyone wanting to undertake Admin or PA work.
I passed and can now apply for this type of work with confidence!!
In one word 'Fantastic!'
Samantha Smith
Helpful tips learned during the course and many fun facts. I will be completing 6 more courses after this one. Such a great learning experience. The knowledge in each package is phenomenal!
Each course is broken down into modules to make it easy to break down the course for short breaks and as soon as you sign back in again it remembers where you left off in your course. How clever!
I would highly recommend this course to anyone looking to brush up their knowledge and skills. Best of luck!
100% Recommended. New Skills Academy is the best!
Dora Christou
This course is really comprehensive - it covers so many topics and themes. I really thought that the way the course is set out is very easy to use. You have the option to print out the course work or work online and the end of module worksheets are great for ensuring that you understand everything by filling in the blanks, answering questions about the topic and so on, you can even revisit modules.
I have only needed to contact support once but the reply was quick and concise.
I am really enjoying the course and wouldn't hesitate to recommend it to anyone thinking of or already working in the Office Management field.
Anna Burns
I really enjoyed completing this course, it was very informative and has boasted my confidence so much that i feel excited about moving forward with my new career.
I have learned so much by completing the course and I cannot wait to put it all into practice.
I completed the course after studying at my own pace, there was no time scale to finish it which I was happy about and the support team were very quick to respond to any queries that I had at any time through out the learning process. I love that i have my certificate and I feel very proud of myself
Elizabeth Byrne
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
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Rescuing Difficult Customers Certification
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.
The course is well written and broken down into easy sections, there is a test at the end of each module. This course is good if you're looking at a new career or even just want a better understanding of exercise, I would recommend the course for for either.
The web site is easy to navigate, I would recommend this for some one wanting to start a career in the fitness industry.
Lisa Hayden
I was very pleased to find a course online which suited both my financial and learning needs.
Really enjoyed the course and would like to take this further. I would recommend this course and found it good value. There is a lack of this type of course available in any colleges in Scotland.
The course has given me motivation to learn and research online about different breads of dogs and their care. I enjoyed the videos attached to the course which were very detailed and easy to follow. I have since purchased the brushes and tools recommended and have had a chance to put into practice what I have learned.
Margaret Whitehead
This course was very easy to follow. Any assistance needed was quickly and professionally sorted.
The modules were great. I am a complete novice in this area of studying but was able to follow each module at my own pace and review.
Thoroughly recommend this to any seeking employment in this area. You get a recognised certificate at the end!
What is also useful is you can revisit modules and refer back to even after the course.
There is an exam at the end which was quite hard but it ensures you have read each module carefully ,so you fully understand.
This course is a must for anyone wanting to undertake Admin or PA work.
I passed and can now apply for this type of work with confidence!!
In one word 'Fantastic!'
Samantha Smith
Helpful tips learned during the course and many fun facts. I will be completing 6 more courses after this one. Such a great learning experience. The knowledge in each package is phenomenal!
Each course is broken down into modules to make it easy to break down the course for short breaks and as soon as you sign back in again it remembers where you left off in your course. How clever!
I would highly recommend this course to anyone looking to brush up their knowledge and skills. Best of luck!
100% Recommended. New Skills Academy is the best!
Dora Christou
This course is really comprehensive - it covers so many topics and themes. I really thought that the way the course is set out is very easy to use. You have the option to print out the course work or work online and the end of module worksheets are great for ensuring that you understand everything by filling in the blanks, answering questions about the topic and so on, you can even revisit modules.
I have only needed to contact support once but the reply was quick and concise.
I am really enjoying the course and wouldn't hesitate to recommend it to anyone thinking of or already working in the Office Management field.
Anna Burns
I really enjoyed completing this course, it was very informative and has boasted my confidence so much that i feel excited about moving forward with my new career.
I have learned so much by completing the course and I cannot wait to put it all into practice.
I completed the course after studying at my own pace, there was no time scale to finish it which I was happy about and the support team were very quick to respond to any queries that I had at any time through out the learning process. I love that i have my certificate and I feel very proud of myself
Elizabeth Byrne
Why you should study with us
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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
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
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
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
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
Very interesting and helpful course. I ve learned a lot of interesting things about make up and the tutorials were very helpful and easy to understand. I really reccomend this course for everyone who is passionate about make up and wish to develop their skills and make a career from their hobby.
Nicoleta Lucaci
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
