Responding to an Upset or Abusive Customer

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Course features
  • Category: Customer Service
  • Sub Category: Difficult Situations
  • Duration: 14 minutes
  • Knowledge Check:  
Course overview
Dealing with an upset customer can be nerve-wracking—and occasionally scary. Dealing with a verbally abusive or bullying customer can be even more frustrating and make it easy to lose one’s composure or feel flustered when they lash out. If you have not experienced this type of customer before, lucky you. However, if you remain in the customer service business long enough, you will have one surface.

“Responding to an Upset or Abusive Customer” examines why customers get upset and how you can defuse those situations. You will learn how to spot when a customer goes too far so you can protect yourself and your coworkers from abuse. Enroll now to gain the skills that will not only diffuse tension but also elevate your reputation as a customer service professional. Your path to customer service excellence begins here!
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Cancel anytime.

  • Personal Dashboard

  • Access to over 150 micro-courses,     free webinars, and other training

  • Member discount of 10% for
    premium training courses and certification programs

  • Assistance with Professional    
    Development pathway

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Increased Performance through People Skills

Research conducted by Harvard University, the Carnegie Foundation and Stanford Research Center has all concluded that 85% of job success comes from having well‐developed people skills.


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The impact of people skills and personality development on an individual's & company's success cannot be overstated. In fact, research has shown that employees with strong soft skills are more likely to be productive, motivated, and engaged. They tend to produce a more positive and stronger culture that has higher customer satisfaction rates, lower staff turnover, and a better overall reputation.

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Learn to be an outstanding contributor and get noticed by becoming an effective communicator, demonstrate professionalism, and foster business relationships. See a major increase in your ability to collaborate, communicate, be a team player, solve problems, adapt, increase your productivity, and gain a higher level of trust.