Difficult Customer Service Situations: How to Respond to an Upset or Abusive Customer

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Course features
  • Category: Customer Service
  • Course Length: 15 minutes
  • Series: Difficult Situations
  • Video Length: 6 minutes
  • Author: The URL dr
  • Resources: Checklist for Defusing Situations
Course overview
Spot when a customer goes too far, so you can protect yourself and your co-workers from abuse. You'll explore why customers get upset and learn the best ways to respond.
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Course Learning Objectives
  • Identify why customers get upset
  • Examine the best ways to respond to an upset customer
  • Explore how to stop abuse
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Certification included
Downloadable certificate upon completion.

Dealing with abusive customers

"How to Respond to an Upset or Abusive Customer" examines why customers get upset and how you can defuse those situations. Dealing with an upset customer can be nerve-wracking—and occasionally scary. It’s easy to lose our composure or feel flustered when someone lashes out. But as tricky as emotional customers are, they are simply a fact of life in customer service. Learn the proper way to respond to abusive customers. 
What We Offer

What's included in this online course?


Professional video is included with every course, discussing main topics and recapping key learning points.

Knowledge Checks

Check your retention of material and concepts with fun knowledge checks in the form of quizzes and games.

Engaging Material

Interactive elements, scenarios, and knowledge checks make learning entertaining and boost comprehension. 

Business Soft Skills

Critical knowledge to increase your value to your employer. Study at your own pace, at home or on the go.

Additional Resources

A list of additional resources is included with each course, directing students to extra material for further study.

Summary / Checklist

Each course comes with a summary of the key areas taught, in addition to a checklist for immediate implementation of ideas.
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Skills you'll learn in this course

Customer Service

Conflict Resolution


Kim Merritt

Kim Merritt, The URL dr, has been teaching and training the business community for over thirty years. Her company's line of business soft skill micro courses are a quick and effective way to master a new competency in fifteen minutes or less. 
Patrick Jones - Course author