Handling a Challenging Customer - Online Course & Certification

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...
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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

                How do I book this course?

                To enroll onto this e-learning course, please add the course to your basket. From there, you will be able to go to our secure checkout page to complete your booking. Please note: If you are booking the course for a friend or colleague, this can be stated in the notes section of the ‘basket’ area so our system knows the individual(s) needing to be enrolled.

                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. You will then need to follow the instructions and login to your learner account, where the course(s) booked will be ready for you to start!

                How does the course work?

                Our online training courses can be completed the on your desktop computer, laptop, tablet or mobile device anywhere there is an internet connection.

                These online training courses are self-paced, so learners have full control and flexibility on when they wish to complete. There is no deadline for completion, but the course will expire from a learners account after 365 days, whether it has been accessed or not. Learners are required to achieve 80% pass mark to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

                Refund policy

                We want you to be completely satisfied with your training. 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 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.

                Will the course work on multiple devices, such as tablets and mobile phones?

                We recommend using a desktop or laptop device for the best learning experience. These online courses can also be taken on tablet and mobile devices, e.g. iPads and iPhones.

                Is a specific internet web browser recommended?

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

                How long do learners have to complete a course?

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

                On successful completion of this e-learning course, you will be able to download, save and/or print a quality assured CPD certificate. Our CPD certificate can be used to provide evidence for compliance and audit (recognised internationally).

                Learners are required to achieve a score of 80% or higher on the end of course assessment to successfully complete the course and achieve a certificate. Certificates achieved can be downloaded from the learner profile page.

                All our online training courses and programs are accredited by the CPD Certification Service as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

                Are you looking to buy this course for multiple members of staff or a large group?

                We offer very competitive volume discounts for users looking to enrol multiple candidates on to any of our online training courses & qualifications.

                Please call our Support Team on 024 7610 0090 or go to our E-Learning for organisations page for full details and pricing:

                E-Learning for Organisations – Volume Discounts
                • Accredited UK training organisation
                • Wide range of courses and qualifications to meet UK legislation and guidelines
                • Over 500 online courses covering multiple business sectors
                • Intuitive learning management system for a greater learner experience
                • Free blended learning environment for all organisations using our system
                • Accredited on-site classroom training available
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