Handling a Challenging Customer - Online Course & Certification

The Mandatory Training Group is the leading UK provider of accredited statutory and mandatory training courses for all sectors, including health and social care, education, local government, private and charity sectors.

We have supported over one million learners to reach their potential through e-learning courses and qualifications using our interactive online learning portal.


Handling a Challenging Customer - Online Training Course - Dealing with Difficult Customers - Handling Difficult People 

Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, your employees can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

Study method - Online, self-paced (4-6 study hours)

Course format - Online (24/7 access), modular

Course Duration - Part-time (1-year access)

Qualification – CPD certificate of completion

Course Delivery – via desktop PC/MAC, laptops, tablets or smart phones

Awarded Body – CPD Accreditation Service (UK)

 Handling a Challenging Customer - Online Training Course - Dealing with Difficult Customers - Handling Difficult People - The Mandatory Training Group -

Course aims

With the handing a challenging customer e-learning course, participants will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this comprehensive e-learning course, participants will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Course objectives

The objectives of this handing a challenging customer online course are to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

            What’s covered in this course?

            This online handing a challenging customer course covers the following:

            Module One: Getting Started
            • Housekeeping Items
            • Pre-Assignment Review
            • Workshop Objectives
            • The Parking Lot
            • Action Plan
            Module Two: The Right Attitude Starts with You
            • Be Grateful
            • Keep Your Body Healthy
            • Focus on Positive Thoughts
            • Invoke Inner Peace
            • Case Study
            • Module Two: Review Questions
            Module Three: Internal Stress Management
            • Irritability
            • Unhappiness with Your Job
            • Feeling Underappreciated
            • Not Well-Rested
            • Case Study
            • Module Three: Review Questions
            Module Four: External Stress Management
            • Office Furniture Not Ergonomically Sound
            • High Noise Volume in the Office
            • Rift with Co-Workers
            • Demanding Supervisor
            • Case Study
            • Module Four: Review Questions
            Module Five: Transactional Analysis
            • What is Transactional Analysis?
            • Parent
            • Adult
            • Child
            • Case Study
            • Module Five: Review Questions
            Module Six: Why are Some Customers Difficult?
            • They Have Truly Had a Bad Experience and Want to Vent
            • They Have Truly Had a Bad Experience and Want Someone to be Held Accountable
            • They Have Truly Had a Bad Experience and Want Resolution
            • They Are Generally Unhappy
            • Case Study
            • Module Six: Review Questions
            Module Seven: Dealing with the Customer Over the Phone
            • Listen to the Customer’s Complaint
            • Build Rapport
            • Do Not Respond with Negative Words or Emotion
            • Offer a Verbal Solution to Customer
            • Case Study
            • Module Seven: Review Questions
            Module Eight: Dealing with the Customer In Person
            • Listen to the Customer’s Complaint
            • Build Rapport
            • Responding with Positive Words and Body Language
            • Besides Words, What to Look For?
            • Case Study
            • Module Eight: Review Questions
            Module Nine: Sensitivity in Dealing with Customers
            • Who are Angry
            • Who Are Rude
            • With Different Cultural Values
            • Who Cannot Be Satisfied
            • Case Study
            • Module Nine: Review Questions
            Module Ten: Scenarios of Dealing with a Difficult Customer
            • Angry Customer
            • Rude Customer
            • Culturally Diverse Customer
            • Impossible to Please Customer
            • Case Study
            • Module Ten: Review Questions
            Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
            • Call the Customer
            • Send the Customer an Email
            • Mail the Customer a Small Token
            • Handwritten or Typed Letter
            • Case Study
            • Module Eleven: Review Questions
            Module Twelve: Wrapping Up
            • Words From The Wise
            • Review Of The Parking Lot
            • Lessons Learned
            • Recommended Reading
            • Completion Of Action Plans And Evaluations 

              Why is this dealing with difficult customers training important?

              How do you provide quality customer service when you're faced with a bad attitude? 

              Successful businesses don't just sell products. Today, quality customer service may be what differentiates a company from its rivals. Businesses with poor customer service risk losing revenues, profits and even going out of business.

              But retail pros know that they're going to be dealing with angry customers, the very customers who make offering high-quality service difficult. This online course helps you to understand different types of angry customers and how to deal with them as a customer service representative.

              Why choose our online training courses?

              All our e-learning courses can be accessed on any electronic/computerised device.

              • Study anywhere, in your own time and at your own pace!
              • Easy to follow and understand
              • Only 4-6 hours recommended study time
              • 1-year access to course & learning materials
              • Access your course anytime, anywhere & on any device
              • Complete course on desktop computer, laptop, tablet or smartphone
              • Additional references and downloadable materials available
              • CPD accredited certification on completion

                Course accreditation

                1. The content of this online training course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

                2. All our online courses are accredited and internationally recognised (UK CPD Accreditation Service)

                Organisational e-learning

                Are you responsible for organisational training and development or organisational statutory and mandatory compliance? You may want to find out more about how Learning Management System (LMS) may help your organisation. With our interactive LMS, managers and administrators can easily:

                • set up a FREE blended learning environment;
                • upload essential documents;
                • upload individual and group learners;
                • manage learners, including tracking progress
                • review who has completed training
                • download/print training reports for compliance audits

                You can also browse our full e-learning course catalogue or leadership and management courses and programs to find out more about our wide range of training courses and qualifications. Alternatively, contact our Support Team on 02476 100090 or via Email, stating your specific e-learning requirements.

                Handling a Challenging Customer - Online Training Course

                Instant Access

                Gain instant access to your course(s) upon purchasing through our website

                Login credentials are sent immediately to the customer to the email address provided during the checkout process

                We also advise all customers to check their spam and junk mail folders in case your mail server has diverted the email there

                Learn Anytime, Anywhere, On Any Device

                Learn at your own pace, at a time and place convenient to your circumstances

                Individual learners can access their course material(s) 24/7 for 365 days from the date of purchase

                In the case of organisations that order multiple licences for future use, the countdown will start when learners are allocated to the training course(s)

                Assessment and Certification

                Unlimited attempts to complete end of course assessments

                On successful completion, download, print/save quality-assured CPD certificate

                Online Support 24/7

                Customer service teams interact with clients through email and live chat support

                100% Money-Back Guarantee

                We want you to be completely satisfied with your training. We offer a 14-day money-back guarantee if you are not 100% satisfied

                Refund policy

                To request a refund, you should email our support team with your receipt stating why you would like to be reimbursed

                You, or your learners, must not complete the training to make a valid refund claim. Any courses that have been completed and those with certificates achieved will not be valid for a refund

                End of course assessment

                At the end of this course, learners are required to complete an online end of course assessment. On successful completion of the assessment (80% pass mark), learners may download a FREE CPD certificate from their profile page.


                On successful completion of this e-learning course and end of course assessment, the learner may download, save and/or print a quality assured CPD certificate (recognised internationally). Our CPD certificate can be used to provide evidence for compliance and audit or Continuing Professional Development (CPD).

                Course accreditation

                The CPD Certification Service accredits all our online training courses and programmes as conforming to universally accepted Continuous Professional Development (CPD) guidelines.rses meet the latest guidance and best practice recommendations.

                Why choose our accredited e-learning courses and programmes?

                The benefits of using our accredited e-learning courses in the workplace include:

                  CPDUK accredited e-learning provider
                  Ofqual approved training centre (UK qualifications)
                  Internationally recognised CPD and Ofqual approved certificates
                  Wide range of courses and qualifications that meet UK legislation and guidelines
                  Over 500 online courses and programmes that cover multiple sectors
                  Free blended learning environment for individuals and organisations
                  Immediate access to online courses and programmes
                  Highly interactive e-learning portal
                  Substantial cost reductions (no travel fees and other expenses)
                  Self-paced online learning
                  Low carbon footprint through e-learning
                  Repository of online learning materials and assessments
                  Fully qualified and experienced trainers, instructors and assessors
                  Experienced subject matter experts and content developers
                  Conversion of existing classroom courses to e-learning courses
                  All training courses meet the latest guidance and best practice recommendations.


                To enrol on this e-learning course, please add the course to your basket. From there, you will be redirected to our secure checkout page to complete your booking.

                If you are booking the course for someone else, please click the ‘Buy For Others’ button at the upper right hand of this page.

                Once your payment has been confirmed, you will receive a booking confirmation email with a receipt. Immediately after purchase, you will receive an email with further instructions and unique login credentials to access your learner account. Next, you will need to follow the instructions and login to your learner account.

                Our courses are divided into six units. You can either read or listen to the course materials. At the end of each unit is a ‘knowledge check’ section. This section helps the learners remember what they have learnt.

                Our online training courses can be completed on your desktop computer/Mac, laptop, tablet or mobile device. These online courses are easily accessible as long as there is an internet connection.

                These online training courses are self-paced. Therefore, learners have full control and flexibility on when they wish to complete the material.

                There is no deadline for completion. The course will expire from a learner’s account after 365 days, whether it has been accessed or not.

                Yes. All end of course assessments are completed online.

                Learners are required to achieve a passing rate of 80% or more to complete the course and gain a CPD certificate.

                To obtain your certificate, you need to complete the end of course assessment first. A passing rate of 80% or more is required to gain a CPD certificate.

                Obtained certificates can be downloaded from the learner’s profile page.

                We want you to be completely satisfied with your training. Thus, we offer a 14-day money-back guarantee if you are not 100% satisfied.To request a refund, you should email our Support Team with your receipt stating why you would like to be refunded. Any courses that have been completed and those with certificates will not be valid for a refund.

                Yes, you can access the learning materials from any electronic device that has an internet connection. However, we recommend that you use a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, such as iPads, iPhone and Android mobile phones.

                Obtained certificates can be downloaded from the learner’s profile page.

                For the best possible experience, we recommend that learners use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox. Please ensure no updates are pending on your browser.

                There is no estimated completion time for this course. Learners can study in their own time at their speed. Learners may pause, leave and come back to the system to continue the training at any time.

                The CPD hours depend on how long each learner takes to complete the course materials and assessments. Each course will indicate the anticipated completion time. This gives a general indication of the CPD hours for those who are required to submit their continuing professional development hours.

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