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Customers are only human. Sometimes they’re angry, indecisive, or misinformed. Sometimes they’re upset over a very genuine cause for complaint. Knowing how to deal with difficult conversations calmly and efficiently is an essential part of excellent customer service. This course will show you how to use a little skill and strategy to turn them around, so everyone is satisfied.
This course is suitable for anyone in a customer-facing role. You’ll learn concrete strategies for handling tough conversations and develop skills to ensure you’re giving the customer (and yourself) the most positive experience possible.
● De-escalate heated conversations
● Actively listen and show empathy to your customers
● Maintain professional boundaries during difficult conversations
Everyone has the right to learn and learner need can vary demanding on environment or disabilities. This course comes with transcripts so people have text options for an media, subtitles for all videos and is screen reader friendly with alternative text.
We take a number of steps to ensure visuals and navigation is easy for your people. For more information on the steps we take for accessibility check out how we make our courses.