Customer Service (Employer Friendly) – Problem Solving & Difficult Conversations
Employer Friendly 6 Week Pathway – Supports strengthened resilience over time.
During this Blended Level 2 course you will learn how to manage challenging customer situations with confidence. You will gain skills in problem solving, staying calm under pressure, handling complaints and delivering clear solutions.
Tension, complaints and challenges are part of any customer-facing environment. This course gives learners the techniques to stay calm, think clearly and communicate solutions professionally. They explore how to manage difficult emotions, their own and the customer’s and how to problem-solve quickly and effectively.
Employers benefit from reduced conflict, improved reputation and staff who can confidently handle demanding situations. Learners leave feeling empowered rather than overwhelmed.
A Portfolio of Evidence showcases the ability to manage challenging conversations and resolve issues professionally.
This course is ideal for learners progressing from Level 1 or those who want to build on their existing skills in business administration or customer-facing roles.
The course is funded through the UK Government’s Adult Skills Fund (ASF). There is no cost for eligible adult learners, 19+.
Duration 5 days and 4 online sessions
