Rescuing Difficult Customers Certification

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

 

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Duration:
0.5 hrs
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Course FAQ

Who can take the Rescuing Difficult Customers Certification course?

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There are no entry requirements to take the course.

What is the structure of the course?

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The course has 2 modules and should take 30 minutes. Each module takes between 15 and 45 minutes on average to complete, although students can spend as much or as little time as they feel necessary on the modules.

Where / when can the course be studied?

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The course can be studied at any time and from any internet-connected device.

Is there a test at the end of the course?

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Once you have completed the course there is a multiple choice test. The questions will be on a range of topics found within the modules. The test, like the course, is online and can be taken at a time and location of your choosing.

What is the pass mark for the final test?

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The pass mark for the test is 80%.

What happens if a user fails the test?

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If the user doesn’t pass the test the first time, they will have two further opportunities to take the test after extra study.

How long does it take to complete the Rescuing Difficult Customers Certification course?

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We estimate that the course will take about 30 mintes to complete in total, plus an additional 10 minutes for each of the end of module tests.

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