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Creating Positive Conversations with Challenging Customers Preview

Creating Positive Conversations with Challenging Customers

With Myra Golden Liked by 5,330 users
Duration: 30m Skill level: Intermediate Released: 2/23/2022

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Course details

What do you do when faced with a customer who's fuming over a delay, cancellation, or objection to a policy? How can you adequately address their issue when your interaction starts off on such a sour note? In this course, Myra Golden shares approaches that can help you reframe such conversations, and use your words and actions to put a positive slant on an otherwise negative situation. Learn how to use empathy and pacing to foster a sense of connection with customers. Discover the words and phrases to avoid in customer service, how to use partnership language to leave people feeling heard and satisfied, and how to properly apologize. Plus, learn how to approach real-world situations, such as billing issues, positioning controversial policies, and how to politely distance from hot-button issues like religion and politics to maintain a professional position.

This course is part of a Professional Certificate from Zendesk.

Skills you’ll gain

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Sample certificate

Certificate of Completion

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Meet the instructor

Learner reviews

4.8 out of 5

8,369 ratings
  • 5 star
    Current value: 6,984 83%
  • 4 star
    Current value: 1,082 13%
  • 3 star
    Current value: 233 3%
  • 2 star
    Current value: 29 <1%
  • 1 star
    Current value: 41 <1%
  • Bertrand Fokum Bertrand Fokum

    Bertrand Fokum

    Certified Supply Chain Professional & Logistics Leader | CSCMP, OMP | 12+ Yrs in West & Central Africa | Cost-Saving Strategist | Multinational Ops |…

    5/5 July 22, 2025
    This course offered powerful techniques for staying calm under pressure, using empathy to defuse tension, and turning difficult interactions into constructive outcomes. The insights on language, tone, and emotional intelligence were especially useful. Highly recommend it to anyone looking to strengthen their communication skills in high-stress customer situations! #CustomerService #ProfessionalDevelopment #CommunicationSkills #EmotionalIntelligence
    Helpful · Report
  • Panumes Kantarot Panumes Kantarot

    Panumes Kantarot

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    4/5 July 13, 2025
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    Helpful · Report
  • sharon marshall sharon marshall

    sharon marshall

    --

    5/5 July 15, 2024
    The course was very easy to follow
    Helpful · Report

Contents

What’s included

  • Test your knowledge 3 quizzes
  • Learn on the go Access on tablet and phone

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