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Online CPD Course

Difficult Customers

Develop the confidence and practical skills required to manage challenging customer interactions while maintaining professionalism and positive outcomes.

1 course 4 CPD hours 365 days access Verifiable certificate
Course Price
£19.99
Curriculum

Course Details

CPD212-SAC-020

Difficult Customers

240 minutes 4 CPD hours Introductory English 80% pass mark
Course Description
This professional online CPD course introduces learners to dealing with difficult customers. It covers communication, conflict management, emotional intelligence, de-escalation techniques, complaint resolution, maintaining professionalism and protecting personal wellbeing during challenging interactions. Learners will understand how to manage difficult situations while delivering high standards of customer service.
Learning Outcomes
  • Explain the principles of managing difficult customer situations.
  • Recognise behaviours that may escalate customer conflict.
  • Apply active listening and de-escalation techniques effectively.
  • Maintain professionalism and emotional control during difficult interactions.
  • Resolve customer issues fairly while protecting organisational interests.
  • Know when and how to escalate situations appropriately.
  • Successfully complete the end-of-course knowledge assessment.
Study online Access course materials through your secure learner account and continue from your recorded progress.
Complete the assessment Your final score and completion result are retained within your learning record.
Record your achievement Successful completion is added to your CPD transcript with access to a verifiable certificate.