• Online, Self-Paced
Course Description

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS). In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Learning Objectives

Customer Service Confrontation and Conflict

  • recognize examples of guidelines for taking responsibility for customer complaints
  • match boundary-related customer service mistakes to strategies for preventing them
  • match types of customer service rudeness to strategies for avoiding them
  • recognize guidelines for defusing a customer's frustration
  • identify strategies for investigating customer complaints
  • recall guidelines for coming to a problem-resolving agreement with a customer
  • recognize strategies for properly addressing and handling customer complaints

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Customer Service and Technical Support


If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.