Difficult Customer Service Situations: Reasons Why Customers Get Upset

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Course features
  • Category: Customer Service
  • Course Length: 9 minutes
  • Series: Difficult Situations
  • Video Length: 4.25 minutes
  • Author: The URL dr
  • Resources: Checklist for Understanding Customer's Positions
Course overview
In this micro course, you'll gain three tips to keep you grounded and calm when dealing with upset customers. You'll also explore why customers get upset in the first place, and how anger can be the outward express of other underlying emotions and issues.
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Course Learning Objectives
  • Identify 5 reasons customers get upset
  • Examine why anger often masks underlying emotions
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Certification included
Downloadable certificate upon completion.

Understanding customer anger

"Reasons Why Customers Get Upset" explores the five most common reasons customers get upset. There’s never an excuse for abusive behavior, but when we understand what drives a customer’s anger, we can be a little more patient and empathetic in our interactions. When we truly listen to the customer and convey an interest in their problem, we can diffuse a bad situation.
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