Having Tough Conversations

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.

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Who should take this course?

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.

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By the end of this course you'll be able to

● De-escalate heated conversations

● Actively listen and show empathy to your customers

● Maintain professional boundaries during difficult conversations

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Accessibility

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.

Our customers

Making workplace learning fun

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You’ll have your own questions and challenges in your business, so we’d love to show you more and answer any questions. We’re excited to show you specific courses you’re interested in, or run you through more of our off the shelf eLearning courses.

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