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Customer Service: Difficult Customers

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6 to 11 minutes
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High Definition
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Closed Captioning
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Wrong Answer Remediation
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An estimated $41 billion is lost by U.S. companies each year due to poor customer service. And yet, companies wonder why some customers become difficult. Since it takes 12 positive customer experiences to make up for one negative experience, this course teaches employees how to convert a potentially negative customer experience into a positive one.

With an emphasis on difficult customers, this course illustrates the factors effecting a customer’s attitude and shows how to respond to customers when they first become difficult. In effect, upon completing this course, employees learn how and why complaints are a great resource for learning.

Use this course to help customer service personnel enable your business to reap the huge rewards from effectively managing difficult customers.

Video on Demand   This course is in the Video On Demand format, to read about Video On Demand features click here.

  • Install on any SCORM LMS
  • Full-screen video presentation
  • Print certificate and wallet card
  • You have 30 days to complete the course

Customer service and call center agents and employees who interact with customers in person, by phone, or online.

The course presents the following topical areas:
  • Introduction
  • Reasons Customers Get Upset
  • Learn From Complaints
  • Techniques For Handling Complaints

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