Master Challenging Customer Interactions

Difficult Customers – Online Course to Stay Calm, Professional & Effective

This course is designed for frontline staff, managers, and anyone who needs to handle difficult customers or challenging interactions. Learn how to respond professionally, maintain composure, and build trust even when communication gets tough. Enhance your ability to turn complaints into opportunities and strengthen customer relationships.

Benefits

✔ Master the skills to handle challenging situations with professionalism and composure.
✔ Improve communication skills and build stronger relationships with customers.
✔ Turn complaints into opportunities for improvement.
✔ Boost your confidence when dealing with difficult customer interactions.
✔ Develop problem-solving skills to turn difficult situations into positive outcomes.

Who is the course for?

Frontline staff in customer service roles, managers and team leaders supporting staff with difficult customers, and anyone looking to enhance professionalism and strengthen communication skills in challenging situations.

Course Overview

The course is delivered online as a self-paced program. It includes diverse, practical content, including the e-book Dealing with Difficult Customers, a handy checklist, short instructional videos, knowledge nuggets, and real-life scenarios. You will also complete exercises and assignments to practice your skills. Upon successful completion, you will receive a certificate.

The course materials are available four weeks from the start date. You set the pace, whether completing it all at once or in stages.

What Participants Say

"I learned how to stay calm in difficult interactions and build better customer relationships. An important and practical course!"
"The course was both engaging and insightful. Now I have many practical tips to guide my staff and implement in our customer service."

For Workplaces and Teams

Start with this online course and follow up with an in-person workshop tailored to your specific workplace needs.

This blended learning format builds shared standards, a better communication culture, and lasting confidence.

» Contact us to learn more

The course materials and an in-person workshop are available in Icelandic and English.

Stay Ahead

Boost your confidence and handle challenging interactions with ease – enroll now!
📧 gerumbetur@gerumbetur.is

Funding Options – Get Up to 90% Reimbursed for Customer Service Training

Our courses are eligible for workplace education grants in Iceland, regardless of the employee’s credit balance. Most companies can receive up to 90% of the training cost covered. We assist with applications ➡ More info at attin.is