Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations
Last Updated 09/2025
English
Export to your LMS
Full Lifetime Access
Self-Paced
Finish in
20 mins!
Finish in
20 mins!
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
Identify the key skills of phone and digital customer service
List the six types of difficult customer
Identify advanced strategies for dealing with each type
Identify tips and strategies for effective phone-based customer service
Identify tips and strategies for effective customer service through email and live chat
Skills covered in this course
Description
Learn how to tackle the dreaded difficult customer. This course provides strategies for de-escalating confrontational interactions with customers via email, over live chat or on the phone. We profile the six types of customer who are hardest to help and show you how to deal with them. Finally, we provide detailed tips for making the most of phone and digital communication.
Author
At Real Projects, we create award-winning eLearning designed to inspire, engage, and empower modern workforces. Our expertly crafted courses cover a wide range of topics, from cybersecurity and leadership to AI and workplace skills—all built to integrate seamlessly with any LMS or LXP. With a focus on innovation and continuous improvement, we deliver learning experiences that drive real performance and growth. Now available on Coggno, our ready-to-go eLearning library makes it easy for organizations to access high-quality, flexible, and impactful training for teams across every industry.
Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations
Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations
Learn how to tackle the dreaded difficult customer. This course provides strategies for de-escalating confrontational interactions with customers via email, over live chat or on the phone. We profile the six types of customer who are hardest to help and show you how to deal with them. Finally, we provide detailed tips for making the most of phone and digital communication.
Frequently Asked Questions
This course is designed for employees and supervisors who need to complete Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations training
Yes. Refund requests can be submitted within 30 days of purchase.
Yes. This course is designed to meet applicable federal requirements and commonly mandated state standards. Always confirm specific state or industry requirements with your local regulations.
The course takes approximately 20 minutes to complete and can be paused and resumed at any time.
Yes. Learners receive a downloadable certificate upon successful completion, which can be used for compliance records and audits.
Yes. You can assign this course to individuals or groups using Coggno’s LMS, or purchase multiple seats for your team.
Yes. This course can be exported for delivery in most learning management systems (SCORM compatible).
Yes. The course is fully self-paced and available 24/7.
Yes. This course includes a knowledge check to reinforce learning and verify completion.
Learners have lifetime access from the date of purchase.
Yes. A preview is available so you can review the course format and content before purchasing.
Yes. Content is reviewed and updated as regulations and best practices change.
Yes. This course is available for free with an active Prime Subscription.
