Handling a Difficult Customer Online Certificate Course

Learn How to Deal with Difficult Customers and Situations

Handling a Difficult Customer Online Certificate Course

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Study Handling a Difficult Customer Online Course and Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This customer service online training course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

What you will learn with our Handling a Difficult Customer Online Course

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Handling a Difficult Customer Online Course - Requirements

The Handling a Difficult Customer Course is delivered 100 percent online 24/7.

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Registered students gain unrestricted access to the Handling a Difficult Customer Course
  3. All course material is available online 24/7 and can be accessed using any device
  4. Study online from anywhere in your own time at your own pace
  5. All students who complete the course will be awarded with a certificate of completion

For any additional questions please see our comprehensive FAQS tab above.

Handling a Difficult Customer Online Course Outline

Getting Started

Managing a tough customer may appear to be a thankless task at first glance. Fortunately, you can learn to adapt to the obstacles that tough clients provide, and you can apply these skills to dealing with challenging individuals and situations in your everyday life. By enhancing your ability to focus your thoughts and feelings, handle stress, and listen to and sympathize with others.

Learning Objectives:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

The Right Attitude Starts with You

It's not simple to maintain a positive mental attitude in the face of adversity. In fact, research have proven that our brains are programmed to focus on the negative, according to experts. However, there is some optimism to be found: Many studies have also shown that fostering a "attitude of gratitude" and exercising on a daily basis are beneficial.

Be Grateful

It's natural and easy to dwell on the unpleasant aspects of our existence. Your heart starts to race and your adrenaline starts to flow when a careless driver cuts you off on the highway. You may begin to shake, and this sensation is likely to last for some time. The positive things in life, however, often go unnoticed, whether it's the person who smiles at you or holds the door open for you.

Make Gratitude a Habit 

Consistent practice is required to maintain a good mindset. Imagine the cumulative effect of doing so daily if taking a moment to observe what's going well gives you a good sensation. You must create a habit in order to do so.

Keep Your Body Healthy

Regular exercise is essential for cultivating a happy mindset. It has been demonstrated to effectively cure depression by stimulating the creation of pleasure molecules called endorphins in our brain.

Invoke Inner Peace

Positive thought is also a method of achieving inner peace.

Topics to be discussed include:

  • Case Study

Stress Management (Internal Stressors)

Life is fluid and ever-changing. Simply said, this reality causes emotional, mental, and physical distress. Stress is unavoidable. Rather, you must learn to control stress and deal with stressful events. Stressful situations in life frequently bring out our best qualities.

Irritability

Emotions are ubiquitous in nature. They're all around us. Emotions are valid because they convey knowledge; consequently, they are essentially beneficial. Everyone, for example, gets angry at times. Irritation is an indication of rage, which indicates that something is wrong, or anxiousness, which indicates that you have no idea what will happen.

Unhappiness With Your Job

At times, everyone can be dissatisfied with their employment, which can lead to frustration, which is an emotional signal that something isn't functioning. Problems that appear insoluble cause frustration. You may believe you have the answer, but if you're still frustrated, it's possible that your solution is the issue. You must reframe the problem in order to combat dissatisfaction.

Feeling Underappreciated

Dejection, despair, and disappointment are all feelings associated with feeling underappreciated. Unlike swing emotions, which can go either way, these feelings contribute to poor performance. A lack of arousal and delayed self-talk characterize blue emotions.

Not Well Rested

“Fatigue makes cowards of us all,” declared football legend Vince Lombardi. Not getting enough sleep is the quickest way to lose focus and perform poorly throughout your life. The amount of sleep you require differs from person to person. It's a sign that you're getting enough sleep if you can wake up without using an alarm clock.

Topics to be discussed include:

  • Case Study

Stress Management (External Stressors)

External stimuli can be aggravating. You have just a limited amount of control over the events that occur in your life. Adaptability and recognizing what you can manage are critical when dealing with stress caused by external stresses.

Manage Your Work Space

A suffocating work environment can be a persistent source of anxiety. Sometimes the tension is visible, such as when there is no working equipment. Stress might also be caused by equipment that isn't ergonomically sound. You do, however, have some influence over how you set up your workspace.

Loud Work Environment

A noisy work environment is another environmental stressor that might hinder your capacity to be productive. Distracting sounds that aren't directly related to our duties can make it harder to think and complete your work. When dealing with a difficult customer, loud noises in the background can detract from the rapport you've built with them.

Co-Worker Relations

Most of us aren't saints, and you'll inevitably stumble against folks with whom you disagree. When you are actively in conflict with another person, though, it might affect the rest of your life. It's rare to have a one-sided argument with someone while you're upset.

Demanding Supervisor

Another major external source of stress can be a demanding boss. However, they are normally under a lot of stress, whether it's from their employers or from your clients, who are effectively everyone's boss. Not to mention any other sources of stress in their lives. Consider their wants and worries as well as your own.

Topics to be discussed include:

  • Case Study

Transactional Analysis

So far, we've focused on growing into positive people who can regulate their emotions and stress levels while also adapting to difficult situations in a positive way. We are now beginning to concentrate our attention on our interactions with others.

What is Transactional Analysis

Transactional Analysis is a psychological method that arose from a conflict between two opposing schools of thought in psychology: psychoanalysis and behaviorism. The psyche, or interior workings of the mind, were the focus of psychoanalysis. Outward behaviors and how to change them were the focus of behaviorism.

Parent

Parent, Child, and Adult are the three kinds of behavior that Transactional Analysis uses to categorize our interactions with others. The Parent style is often referred to as the "killjoy." In our ideas, attitudes, and behaviors, we imitate parental behavior, which is known as the Parent style.

Child

The Child style is characterized by conduct that is focused on having fun while avoiding responsibility. If you've ever heard someone say things like "Stop pulling me down," "I don't want to," or cussed at you, it's likely they're working in the Child style or element of themselves.

Adult

When it comes to problem solving, particularly tough encounters with other people, Transactional Analysis believes the Adult mode to be the optimal mode to function in. The Adult mode, rather than focusing on how things should be, as the Parent mode does, or how you want things to be, as the Child mode does, focuses on how things are and how to adapt to them.

Topics to be discussed include:

  • Case Study

Why are Some Customers Difficult

While you will have many nice and beneficial contacts with clients, you will undoubtedly have to deal with customers that are unpleasant in some way. Keep in mind that, just as your emotions communicate with you so you can appraise your situation, the tough customer does the same. Their feelings are valid, regardless of what made them angry or disturbed.

They Have Truly Had a Bad Experience and Want to Vent

Swing emotions like worry and rage might be a good way to slow down your thinking and get into a more relaxed emotional state. Customers who want to vent desire a solution, but it's possible that what's more essential is that they feel heard, that their worries are legitimate.

Want Someone to be Held Accountable

A Parent mode evaluation of reality might see everyone at your company as incompetent, as proven by the customer's difficulty, while an Adult mode assessment might see you as the cause of their problem. Customers seeking accountability may use phrases such as blame and fault. However, this is not true accountability.

They Have Truly Had a Bad Experience and Want Resolution

When clients express a desire for a solution, they are in Adult mode. Even if they are enraged or frustrated, they can swiftly de-escalate if they realize you are trying to reach an agreement. When the resolution is not what the consumer wants or expects, including the idea that a complete resolution may take time, problems might emerge.

They are Generally Unhappy

Customers who are generally dissatisfied can be particularly tough to work with. When you inquire what's wrong, they can give you a laundry list of problems. In their contacts, dissatisfied people frequently seek out negative rewards. As a result, they may want you to switch to a Child or Parent mode to match their Child or Parent mode, as this supports their pessimistic outlook on life.

Topics to be discussed include:

  • Case Study

Dealing with the Customer Over the Phone

When you lose one of your five senses, the rest of your senses get sharper. When working with a consumer over the phone, this is a vital element to keep in mind. Because neither you nor the consumer can see each other, the auditory parts of the encounter are amplified, including your tone of voice and any background noises on both sides of the connection.

Listen to the Customer’s Complaint

It is impossible to exaggerate the importance of listening. Listening, on the other hand, entails more than merely hearing what the consumer says. Active listening abilities may help you not only hear what your customers say, but also comprehend their worries on a deeper level, as well as being the first step toward building a rapport with them.

Build Rapport

Building a rapport with your customer begins with active listening. A state of harmony between you and another person or group is known as rapport.

Do Not Respond with Negative Words or Emotion

When you work in customer service, you will be confronted with a lot of negativity from your clients. If you respond with unpleasant words or feelings, you may be reinforcing the harmful behavior. While showing empathy typically necessitates acknowledging a customer's unpleasant feelings, the words you use can set the tone for the rest of the conversation.

Offer a Verbal Solution to Your Customer

Because it provides information, offering a solution or a choice of solutions helps to reduce a customer's concern. People want to know their position in a circumstance. You address this demand by providing verbal solutions. Make sure to be explicit and create realistic expectations while presenting your answers.

Topics to be discussed include:

  • Case Study

Dealing with the Customer In Person

When you contact with a consumer in person, you face more hurdles and have more opportunity to create a rapport with them than when you chat with them on the phone. As a result, practically everything discussed about dealing with a customer over the phone, as well as other ways, are in play.

Listen to the Customer’s Concerns

Listening actively to your consumer entails a little bit more than simply listening to a customer on the phone. Distractions become more visible, therefore having a notepad nearby to write in while listening to the customer becomes more damaging than beneficial in this scenario.

Build Rapport

Face-to-face interactions require three additional factors: your customer's physical presence, which includes look, body language, expressions, and mannerisms, as well as your own; and the location in which you communicate. All of these characteristics of one's physical presence transmit a great deal of data, which individuals often process subconsciously.

Respond with Positive Words and Body Language

When people connect, they prefer to coordinate their actions, which is why imitating another's expressions, posture, and body language can help you create rapport. It's also why responding to a customer's hostility with positive can help diffuse the situation.

Aside from Words

It's possible that a customer's statement that the matter is resolved isn't accurate. To find true resolution, good customer service necessitates digging further. When one's body language, tone of voice, and words all agree, it's a sign that a true resolution has been reached.

Topics to be discussed include:

  • Case Study

Sensitivity in Dealing with Customers

Customers who pose special issues will unavoidably contact with customer service representatives. Developing tactics for certain client scenarios and becoming sensitive to the types of consumers you will deal with will make dealing with problematic customers less difficult.

Customers who are Angry

Dealing with an irate consumer necessitates patience and extreme caution in your own mood management. An enraged customer might throw you off or get you enraged.

Customers who are Rude

It might be quite difficult to execute your work if a customer is unpleasant to you. Comments that are rude or nasty can be upsetting. You may need to take additional actions to deal with consumers who are rude and abusive to you in addition to applying the instructions above for dealing with an irate customer.

Customers with Different Cultural Values

Maintain an open mind to the idea that other civilizations are just as valid as your own. Recognize any flawed thinking patterns in your response to a cross-cultural customer. Imperative thinking is a typical reaction that should be challenged in your own thinking when you see it.

Customers who Cannot be Satisfied

There will be occasions when you must deal with a consumer who, no matter what you do, will not be satisfied. Customers with this perspective may find it challenging to reach a satisfactory resolution. Nonetheless, you must make an attempt. The first approach, as with any other type of difficult customer, is to remain calm and operate in Adult mode throughout the transaction.

Topics to be discussed include:

  • Case Study

Scenarios of Dealing with a Difficult Customer

It's critical to have a strategy in place before you find yourself in a situation where you have to deal with difficult consumers. You can practice what methods you would use and how to effectively implement them by role playing ahead of time.

Topics to be discussed include:

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer
  • Case Study

Following up With a Customer Once You Have Addressed Their Issue

The measures you take to follow up with a customer can make the difference between having a satisfied customer and having a customer who will remain loyal. Before you close the transaction after you've handled a customer's issue, take a moment to explain what the problem was and how you solved it. help them out.

Topics to be discussed include:

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter
  • Case Study

Wrapping Up

Despite the fact that this course is coming to an end, we hope your journey continues. It takes time to develop emotional intelligence and mood management abilities to deal with difficult consumers. Expecting or requiring perfection will sabotage the process. Instead, congratulate yourself on your accomplishments. Please evaluate and revise your action plan as needed.

Topics to be discussed include:

  • Words from the Wise
  • Lessons Learned

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Career Development Courses

Are you hoping to advance your career? The range of career development courses at Courses For Success can help you achieve success!

Module One: Getting Started

By the end of this course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Module Four: Stress Management (External Stressors)

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Module Five: Transactional Analysis

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Module Six: Why are Some Customers Difficult

  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person

  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words

Module Nine: Sensitivity in Dealing with Customers

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Open entry

Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

  • Adobe Acrobat Reader 

Customer Reviews

5 star
53%
4 star
28%
3 star
13%
2 star
5%
1 star
2%
(5833)
Average rating 4.1 out of 5 stars

Jonathen Rodriguez

29 November 2021 10:43:55 AM

Great

Jonathen Rodriguez

29 November 2021 10:41:19 AM

Great

Jonathen Rodriguez

29 November 2021 10:33:16 AM

Great

Jonathen Rodriguez

29 November 2021 10:25:11 AM

Great

Robert Garrison

28 November 2021 11:10:32 AM

enjoyed the video content in this module

Connor Lavington

28 November 2021 07:03:07 AM

Great course easy to follow and very helpful

Alisha Carroll

23 November 2021 12:57:46 AM

excellent

Janet A Lemus

18 November 2021 11:43:20 AM

Thankful I took this course it really helped me realize what I need to do to better myself and prepare myself for what I need/want to do next.

SIMRON LIMBU

15 November 2021 03:53:12 AM

Good

Vilomena Naleba

14 November 2021 04:04:44 PM

Definitely made me more confident to succeed in my business. Also love that I was able to learn how to handle difficult situations. Something new that I’ve learnt, is to see failure as feedback. I’ve never looked at failure as a feedback. I always looked at as embarrassing and gave up. But I’m sooooo confidence Because of this course. So thank you

Tamika Lee

13 November 2021 04:03:06 AM

Yes, this course coming to end learning much as possible. That I’m Thankful and Grateful.

Alisha Carroll

12 November 2021 01:44:13 AM

Great course, got so many tips.

Alisha Carroll

12 November 2021 12:39:26 AM

great course

SIMRON LIMBU

11 November 2021 01:27:37 PM

SIMRON LIMBU

11 November 2021 12:44:36 PM

Nice course

SIMRON LIMBU

11 November 2021 11:43:49 AM

Nice course

KIM J TORNO

11 November 2021 08:14:58 AM

Awesome course! Thank you

Edwin Miskell

11 November 2021 04:24:51 AM

Great course with a lot of detailed information.

Edwin Miskell

11 November 2021 02:28:09 AM

Great course about organization.

Jose Ramos Neto

10 November 2021 10:20:08 AM

Great course, clear and objective videos, it's helping me a lot in my current task.

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About this Course

Study Handling a Difficult Customer Online Course and Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This customer service online training course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

What you will learn with our Handling a Difficult Customer Online Course

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Handling a Difficult Customer Online Course - Requirements

The Handling a Difficult Customer Course is delivered 100 percent online 24/7.

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Registered students gain unrestricted access to the Handling a Difficult Customer Course
  3. All course material is available online 24/7 and can be accessed using any device
  4. Study online from anywhere in your own time at your own pace
  5. All students who complete the course will be awarded with a certificate of completion

For any additional questions please see our comprehensive FAQS tab above.

Handling a Difficult Customer Online Course Outline

Getting Started

Managing a tough customer may appear to be a thankless task at first glance. Fortunately, you can learn to adapt to the obstacles that tough clients provide, and you can apply these skills to dealing with challenging individuals and situations in your everyday life. By enhancing your ability to focus your thoughts and feelings, handle stress, and listen to and sympathize with others.

Learning Objectives:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

The Right Attitude Starts with You

It's not simple to maintain a positive mental attitude in the face of adversity. In fact, research have proven that our brains are programmed to focus on the negative, according to experts. However, there is some optimism to be found: Many studies have also shown that fostering a "attitude of gratitude" and exercising on a daily basis are beneficial.

Be Grateful

It's natural and easy to dwell on the unpleasant aspects of our existence. Your heart starts to race and your adrenaline starts to flow when a careless driver cuts you off on the highway. You may begin to shake, and this sensation is likely to last for some time. The positive things in life, however, often go unnoticed, whether it's the person who smiles at you or holds the door open for you.

Make Gratitude a Habit 

Consistent practice is required to maintain a good mindset. Imagine the cumulative effect of doing so daily if taking a moment to observe what's going well gives you a good sensation. You must create a habit in order to do so.

Keep Your Body Healthy

Regular exercise is essential for cultivating a happy mindset. It has been demonstrated to effectively cure depression by stimulating the creation of pleasure molecules called endorphins in our brain.

Invoke Inner Peace

Positive thought is also a method of achieving inner peace.

Topics to be discussed include:

  • Case Study

Stress Management (Internal Stressors)

Life is fluid and ever-changing. Simply said, this reality causes emotional, mental, and physical distress. Stress is unavoidable. Rather, you must learn to control stress and deal with stressful events. Stressful situations in life frequently bring out our best qualities.

Irritability

Emotions are ubiquitous in nature. They're all around us. Emotions are valid because they convey knowledge; consequently, they are essentially beneficial. Everyone, for example, gets angry at times. Irritation is an indication of rage, which indicates that something is wrong, or anxiousness, which indicates that you have no idea what will happen.

Unhappiness With Your Job

At times, everyone can be dissatisfied with their employment, which can lead to frustration, which is an emotional signal that something isn't functioning. Problems that appear insoluble cause frustration. You may believe you have the answer, but if you're still frustrated, it's possible that your solution is the issue. You must reframe the problem in order to combat dissatisfaction.

Feeling Underappreciated

Dejection, despair, and disappointment are all feelings associated with feeling underappreciated. Unlike swing emotions, which can go either way, these feelings contribute to poor performance. A lack of arousal and delayed self-talk characterize blue emotions.

Not Well Rested

“Fatigue makes cowards of us all,” declared football legend Vince Lombardi. Not getting enough sleep is the quickest way to lose focus and perform poorly throughout your life. The amount of sleep you require differs from person to person. It's a sign that you're getting enough sleep if you can wake up without using an alarm clock.

Topics to be discussed include:

  • Case Study

Stress Management (External Stressors)

External stimuli can be aggravating. You have just a limited amount of control over the events that occur in your life. Adaptability and recognizing what you can manage are critical when dealing with stress caused by external stresses.

Manage Your Work Space

A suffocating work environment can be a persistent source of anxiety. Sometimes the tension is visible, such as when there is no working equipment. Stress might also be caused by equipment that isn't ergonomically sound. You do, however, have some influence over how you set up your workspace.

Loud Work Environment

A noisy work environment is another environmental stressor that might hinder your capacity to be productive. Distracting sounds that aren't directly related to our duties can make it harder to think and complete your work. When dealing with a difficult customer, loud noises in the background can detract from the rapport you've built with them.

Co-Worker Relations

Most of us aren't saints, and you'll inevitably stumble against folks with whom you disagree. When you are actively in conflict with another person, though, it might affect the rest of your life. It's rare to have a one-sided argument with someone while you're upset.

Demanding Supervisor

Another major external source of stress can be a demanding boss. However, they are normally under a lot of stress, whether it's from their employers or from your clients, who are effectively everyone's boss. Not to mention any other sources of stress in their lives. Consider their wants and worries as well as your own.

Topics to be discussed include:

  • Case Study

Transactional Analysis

So far, we've focused on growing into positive people who can regulate their emotions and stress levels while also adapting to difficult situations in a positive way. We are now beginning to concentrate our attention on our interactions with others.

What is Transactional Analysis

Transactional Analysis is a psychological method that arose from a conflict between two opposing schools of thought in psychology: psychoanalysis and behaviorism. The psyche, or interior workings of the mind, were the focus of psychoanalysis. Outward behaviors and how to change them were the focus of behaviorism.

Parent

Parent, Child, and Adult are the three kinds of behavior that Transactional Analysis uses to categorize our interactions with others. The Parent style is often referred to as the "killjoy." In our ideas, attitudes, and behaviors, we imitate parental behavior, which is known as the Parent style.

Child

The Child style is characterized by conduct that is focused on having fun while avoiding responsibility. If you've ever heard someone say things like "Stop pulling me down," "I don't want to," or cussed at you, it's likely they're working in the Child style or element of themselves.

Adult

When it comes to problem solving, particularly tough encounters with other people, Transactional Analysis believes the Adult mode to be the optimal mode to function in. The Adult mode, rather than focusing on how things should be, as the Parent mode does, or how you want things to be, as the Child mode does, focuses on how things are and how to adapt to them.

Topics to be discussed include:

  • Case Study

Why are Some Customers Difficult

While you will have many nice and beneficial contacts with clients, you will undoubtedly have to deal with customers that are unpleasant in some way. Keep in mind that, just as your emotions communicate with you so you can appraise your situation, the tough customer does the same. Their feelings are valid, regardless of what made them angry or disturbed.

They Have Truly Had a Bad Experience and Want to Vent

Swing emotions like worry and rage might be a good way to slow down your thinking and get into a more relaxed emotional state. Customers who want to vent desire a solution, but it's possible that what's more essential is that they feel heard, that their worries are legitimate.

Want Someone to be Held Accountable

A Parent mode evaluation of reality might see everyone at your company as incompetent, as proven by the customer's difficulty, while an Adult mode assessment might see you as the cause of their problem. Customers seeking accountability may use phrases such as blame and fault. However, this is not true accountability.

They Have Truly Had a Bad Experience and Want Resolution

When clients express a desire for a solution, they are in Adult mode. Even if they are enraged or frustrated, they can swiftly de-escalate if they realize you are trying to reach an agreement. When the resolution is not what the consumer wants or expects, including the idea that a complete resolution may take time, problems might emerge.

They are Generally Unhappy

Customers who are generally dissatisfied can be particularly tough to work with. When you inquire what's wrong, they can give you a laundry list of problems. In their contacts, dissatisfied people frequently seek out negative rewards. As a result, they may want you to switch to a Child or Parent mode to match their Child or Parent mode, as this supports their pessimistic outlook on life.

Topics to be discussed include:

  • Case Study

Dealing with the Customer Over the Phone

When you lose one of your five senses, the rest of your senses get sharper. When working with a consumer over the phone, this is a vital element to keep in mind. Because neither you nor the consumer can see each other, the auditory parts of the encounter are amplified, including your tone of voice and any background noises on both sides of the connection.

Listen to the Customer’s Complaint

It is impossible to exaggerate the importance of listening. Listening, on the other hand, entails more than merely hearing what the consumer says. Active listening abilities may help you not only hear what your customers say, but also comprehend their worries on a deeper level, as well as being the first step toward building a rapport with them.

Build Rapport

Building a rapport with your customer begins with active listening. A state of harmony between you and another person or group is known as rapport.

Do Not Respond with Negative Words or Emotion

When you work in customer service, you will be confronted with a lot of negativity from your clients. If you respond with unpleasant words or feelings, you may be reinforcing the harmful behavior. While showing empathy typically necessitates acknowledging a customer's unpleasant feelings, the words you use can set the tone for the rest of the conversation.

Offer a Verbal Solution to Your Customer

Because it provides information, offering a solution or a choice of solutions helps to reduce a customer's concern. People want to know their position in a circumstance. You address this demand by providing verbal solutions. Make sure to be explicit and create realistic expectations while presenting your answers.

Topics to be discussed include:

  • Case Study

Dealing with the Customer In Person

When you contact with a consumer in person, you face more hurdles and have more opportunity to create a rapport with them than when you chat with them on the phone. As a result, practically everything discussed about dealing with a customer over the phone, as well as other ways, are in play.

Listen to the Customer’s Concerns

Listening actively to your consumer entails a little bit more than simply listening to a customer on the phone. Distractions become more visible, therefore having a notepad nearby to write in while listening to the customer becomes more damaging than beneficial in this scenario.

Build Rapport

Face-to-face interactions require three additional factors: your customer's physical presence, which includes look, body language, expressions, and mannerisms, as well as your own; and the location in which you communicate. All of these characteristics of one's physical presence transmit a great deal of data, which individuals often process subconsciously.

Respond with Positive Words and Body Language

When people connect, they prefer to coordinate their actions, which is why imitating another's expressions, posture, and body language can help you create rapport. It's also why responding to a customer's hostility with positive can help diffuse the situation.

Aside from Words

It's possible that a customer's statement that the matter is resolved isn't accurate. To find true resolution, good customer service necessitates digging further. When one's body language, tone of voice, and words all agree, it's a sign that a true resolution has been reached.

Topics to be discussed include:

  • Case Study

Sensitivity in Dealing with Customers

Customers who pose special issues will unavoidably contact with customer service representatives. Developing tactics for certain client scenarios and becoming sensitive to the types of consumers you will deal with will make dealing with problematic customers less difficult.

Customers who are Angry

Dealing with an irate consumer necessitates patience and extreme caution in your own mood management. An enraged customer might throw you off or get you enraged.

Customers who are Rude

It might be quite difficult to execute your work if a customer is unpleasant to you. Comments that are rude or nasty can be upsetting. You may need to take additional actions to deal with consumers who are rude and abusive to you in addition to applying the instructions above for dealing with an irate customer.

Customers with Different Cultural Values

Maintain an open mind to the idea that other civilizations are just as valid as your own. Recognize any flawed thinking patterns in your response to a cross-cultural customer. Imperative thinking is a typical reaction that should be challenged in your own thinking when you see it.

Customers who Cannot be Satisfied

There will be occasions when you must deal with a consumer who, no matter what you do, will not be satisfied. Customers with this perspective may find it challenging to reach a satisfactory resolution. Nonetheless, you must make an attempt. The first approach, as with any other type of difficult customer, is to remain calm and operate in Adult mode throughout the transaction.

Topics to be discussed include:

  • Case Study

Scenarios of Dealing with a Difficult Customer

It's critical to have a strategy in place before you find yourself in a situation where you have to deal with difficult consumers. You can practice what methods you would use and how to effectively implement them by role playing ahead of time.

Topics to be discussed include:

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer
  • Case Study

Following up With a Customer Once You Have Addressed Their Issue

The measures you take to follow up with a customer can make the difference between having a satisfied customer and having a customer who will remain loyal. Before you close the transaction after you've handled a customer's issue, take a moment to explain what the problem was and how you solved it. help them out.

Topics to be discussed include:

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter
  • Case Study

Wrapping Up

Despite the fact that this course is coming to an end, we hope your journey continues. It takes time to develop emotional intelligence and mood management abilities to deal with difficult consumers. Expecting or requiring perfection will sabotage the process. Instead, congratulate yourself on your accomplishments. Please evaluate and revise your action plan as needed.

Topics to be discussed include:

  • Words from the Wise
  • Lessons Learned

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Other Career Development Courses

Are you hoping to advance your career? The range of career development courses at Courses For Success can help you achieve success!

Module One: Getting Started

By the end of this course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Module Four: Stress Management (External Stressors)

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Module Five: Transactional Analysis

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Module Six: Why are Some Customers Difficult

  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person

  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words

Module Nine: Sensitivity in Dealing with Customers

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Open entry

Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

  • Adobe Acrobat Reader 
(5833)
Average rating 4.1 out of 5 stars
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Jonathen Rodriguez

29 November 2021 10:43:55 AM

Great

Jonathen Rodriguez

29 November 2021 10:41:19 AM

Great

Jonathen Rodriguez

29 November 2021 10:33:16 AM

Great

Jonathen Rodriguez

29 November 2021 10:25:11 AM

Great

Robert Garrison

28 November 2021 11:10:32 AM

enjoyed the video content in this module

Connor Lavington

28 November 2021 07:03:07 AM

Great course easy to follow and very helpful

Alisha Carroll

23 November 2021 12:57:46 AM

excellent

Janet A Lemus

18 November 2021 11:43:20 AM

Thankful I took this course it really helped me realize what I need to do to better myself and prepare myself for what I need/want to do next.

SIMRON LIMBU

15 November 2021 03:53:12 AM

Good

Vilomena Naleba

14 November 2021 04:04:44 PM

Definitely made me more confident to succeed in my business. Also love that I was able to learn how to handle difficult situations. Something new that I’ve learnt, is to see failure as feedback. I’ve never looked at failure as a feedback. I always looked at as embarrassing and gave up. But I’m sooooo confidence Because of this course. So thank you

Tamika Lee

13 November 2021 04:03:06 AM

Yes, this course coming to end learning much as possible. That I’m Thankful and Grateful.

Alisha Carroll

12 November 2021 01:44:13 AM

Great course, got so many tips.

Alisha Carroll

12 November 2021 12:39:26 AM

great course

SIMRON LIMBU

11 November 2021 01:27:37 PM

SIMRON LIMBU

11 November 2021 12:44:36 PM

Nice course

SIMRON LIMBU

11 November 2021 11:43:49 AM

Nice course

KIM J TORNO

11 November 2021 08:14:58 AM

Awesome course! Thank you

Edwin Miskell

11 November 2021 04:24:51 AM

Great course with a lot of detailed information.

Edwin Miskell

11 November 2021 02:28:09 AM

Great course about organization.

Jose Ramos Neto

10 November 2021 10:20:08 AM

Great course, clear and objective videos, it's helping me a lot in my current task.

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1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.

2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to email/info)(coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews

4.  Are there any requirements to study this course?

No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.

5.  Do I require to have finished high school to complete this course?

No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.

6.  What if English is not my first language?

This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.

9.  When does this course start?

Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.

13.  How long will my course take?

Individual courses are designed to be completed within 6-8 hours.

If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

  • 2 course bundle is 2 x 6-8 hours = 12-16 hours
  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I had a very good experience with my course. It has helped me to get multiple jobs and prepared me for almost everything I would need to know. The course was very informative and easy to understand and broken up perfectly to be done in a short amount of time while still learning a good amount! I would recommend Courses for Success to anyone trying to get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card, Bank Transfer and Amazon Pay for the USA. For payment plans, we offer Sezzle for USA & Canada, Afterpay for Australia & New Zealand. *For faster transaction Credit Card payments are preferred. Please purchase online via our website course product page or contact us at email/info)(coursesforsuccess.com, to pay via bank transfer.

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at email/info)(coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at email/info)(coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to email/info)(coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes, you can customize your own bundle. Please send us the complete list with the exact course link of the courses you'd like to bundle up via email email/info)(coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

We provide a 7 Day Money Back Refund on all Courses

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The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
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  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
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Course Summary

Course ID: CFS02HDC
Delivery Mode: Online
Access: Unlimited Lifetime
Time: Study at your own pace
Duration: 6-8 Hours
Qualification: Certificate

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