Customer Support
Handling Difficult Situations
Master de-escalation techniques and conflict resolution in support.
45 minutes
intermediate
3 modules
About This Course
Develop the emotional intelligence and practical skills to handle challenging customer interactions. Learn to de-escalate tense situations, resolve conflicts professionally, and maintain your own wellbeing in difficult moments.
What You'll Learn
- Recognize escalation triggers and difficult behavior patterns
- Apply de-escalation techniques and validation phrases
- Handle complaints and conflicts professionally
- Set boundaries while maintaining excellent service
Course Content
1
Understanding Difficult Behavior
Why customers get upset, triggers, emotional intelligence basics
2
De-escalation Techniques
Validation phrases, empathy statements, managing emotions
3
Conflict Resolution & Boundaries
Complaint handling, saying no professionally, escalation criteria
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This course includes:
- 45 minutes of content
- 3 modules
- Certificate upon completion
- Full lifetime access