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.
I have always had an interest in property and estate management. I was unsure how to get my career started in this field without any experience or qualifications in that area. Also, having three children and a full time job limits my ability to attend to college courses. The online system they have at "New Skills Academy" is so straight forward and easy to use. I'm really enjoying learning and expanding my knowledge at my own pace and in my own time. Getting started was so straightforward, I even read over material during swimming lessons and the school run. I'm already looking for the next course to start!
Kayley Jones
A great course to introduce and explain the roles and responsibilities of the PA and Administrator, or as a refresher to those wishing to return to the workplace.
The modules are jargon free and clearly laid out with exercises to complete at your own pace. There are useful notes and lists that help to make time management easier in the busy work environment.
I am impressed that the modules can be downloaded, saved or printed for future reference - many other courses do not offer this.
I have almost completed my Admin & PA Diploma and it has given me the confidence to apply for my first admin job in some years.
Meryl McMorran
I found the course very useful. I loved every minute of the course, the layout is clear and very easy to use. The take notes section is very useful, handy if your pen runs out of ink, which mine did.
The information was easy to read and follow. The pictures and videos was laid out very well, which are easy to follow. The PDF was great to follow and great to have for after the course to refresh your memory. Perfect for balloon modellers.
Thank you so much for the course. I have now added another certificate to my CV and customer like the idea of the certificate ? Thank you again.
Kirstie Hood
An excellent course with up to date thinking based on good research about canine behaviours. I particularly liked the style of teaching. Suitable for all levels and had just the right touch.
I found it stimulating, encouraging and above all, not patronising. It will be very helpful to me on my road as an animal Reiki therapist working with a wide variety of breeds in a rescue centre. I am now much more aware of calming signals and subtle signals that the dog is ready to accept contact.
I would recommend it to anyone wanting to enhance their understanding and communication with dogs.
Lucy Lofting
Very Informative course, breaks everything down easily into simple steps.Thank you.
Nicola Hovell
An enjoyable and informative course, with clear, digestible amounts of information. The worksheets help with understanding and remembering everything, and the whole course is well presented and easy to follow.
Being an online course it allowed me to work at my own pace, and with simple instructions to navigate through the modules, back tracking and repeating ones if I felt I needed too. I was also able to download and print off documents of information for my own files, so if I need to refer back to them I can.
I’d rate it as 10/10, and am looking at the next Level already!
Natasha Davy
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.
I have always had an interest in property and estate management. I was unsure how to get my career started in this field without any experience or qualifications in that area. Also, having three children and a full time job limits my ability to attend to college courses. The online system they have at "New Skills Academy" is so straight forward and easy to use. I'm really enjoying learning and expanding my knowledge at my own pace and in my own time. Getting started was so straightforward, I even read over material during swimming lessons and the school run. I'm already looking for the next course to start!
Kayley Jones
A great course to introduce and explain the roles and responsibilities of the PA and Administrator, or as a refresher to those wishing to return to the workplace.
The modules are jargon free and clearly laid out with exercises to complete at your own pace. There are useful notes and lists that help to make time management easier in the busy work environment.
I am impressed that the modules can be downloaded, saved or printed for future reference - many other courses do not offer this.
I have almost completed my Admin & PA Diploma and it has given me the confidence to apply for my first admin job in some years.
Meryl McMorran
I found the course very useful. I loved every minute of the course, the layout is clear and very easy to use. The take notes section is very useful, handy if your pen runs out of ink, which mine did.
The information was easy to read and follow. The pictures and videos was laid out very well, which are easy to follow. The PDF was great to follow and great to have for after the course to refresh your memory. Perfect for balloon modellers.
Thank you so much for the course. I have now added another certificate to my CV and customer like the idea of the certificate ? Thank you again.
Kirstie Hood
An excellent course with up to date thinking based on good research about canine behaviours. I particularly liked the style of teaching. Suitable for all levels and had just the right touch.
I found it stimulating, encouraging and above all, not patronising. It will be very helpful to me on my road as an animal Reiki therapist working with a wide variety of breeds in a rescue centre. I am now much more aware of calming signals and subtle signals that the dog is ready to accept contact.
I would recommend it to anyone wanting to enhance their understanding and communication with dogs.
Lucy Lofting
Very Informative course, breaks everything down easily into simple steps.Thank you.
Nicola Hovell
An enjoyable and informative course, with clear, digestible amounts of information. The worksheets help with understanding and remembering everything, and the whole course is well presented and easy to follow.
Being an online course it allowed me to work at my own pace, and with simple instructions to navigate through the modules, back tracking and repeating ones if I felt I needed too. I was also able to download and print off documents of information for my own files, so if I need to refer back to them I can.
I’d rate it as 10/10, and am looking at the next Level already!
Natasha Davy
Why you should study with us
Learn with confidence...
RRP
$100
Get a FREE Course
Tick this box to Sign up for our newsletter, and get access to the Interview Skills and CV Writing Certificate course for free! By signing up, you agree to our Privacy Notice & Cookie Policy and to receive marketing and related emails from academy+ brands. You can unsubscribe at any time.What our students say about us...
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
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
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
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
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
