You can’t please everyone—but you can turn difficult moments into better outcomes.

While unhappy customers may leave bad reviews, those who feel heard and respected are more likely to return. This course explores how de-escalation directly impacts customer satisfaction and retention.

Participants will learn practical techniques for managing tense interactions, resolving customer concerns calmly, and using proactive communication to prevent future conflict. Through real-world scenarios, students will practice staying professional and effective—even when customers aren’t.