course
Dealing with difficult customers over the telephone
Ensure customer satisfaction by learning how to diffuse difficult customer service situations over the phone
Skillshub
Updated Jul 09, 2025
What you'll learn
- Using the REACT technique to structure your interaction with unhappy customers
- How to escalate the call if you cannot solve the issue
- How to handle callers who are aggressive or verbally abusive
Course Description
Have you spoken with a customer over the phone who was irritated, loud, and extremely angry? This course shows you how to diffuse the situation and turn things around while remaining calm and professional.
This microlearning course comes with additional materials to help you implement the learning, including three key actions to take, a blueprint for self-coaching, and a simple infographic to remember the main points.
