What is the focus of this 30-minute course?
The course concentrates on difficult customer interactions. Its modules cover why customers become difficult, active listening and empathy, de-escalation, handling complaints and maintaining composure under pressure. It is intended for people who deal with the public, including receptionists, customer-facing staff and team leaders.
The final module considers how a negative customer experience can be turned into a positive outcome. Complaint handling and managing your own composure are separate parts of the syllabus.
Customer complaints or conflict between colleagues?
Choose workplace conflict management for disputes within a team. For a broader introduction to guest-facing hospitality work, hospitality customer service also covers expectations, rapport and measuring satisfaction. The customer-service and difficult-customers guide explains how the separate courses fit together.
