Dealing With Difficult Customers: De-escalation in Retail and Hospitality
Last Updated 09/2025
English
30-Day Money Back Guarantee
Full Lifetime Access
Finish in
20 min! Run Time
20 min! Run Time
Made for for
Employees
and
Supervisors
Employees
and
Supervisors
Certificate
of Completion
of Completion
Mobile -
Friendly
Access
Friendly
Access
What you'll learn
Identify why it’s crucial to tackle the challenge of the difficult customer
Identify the key customer service skills that can help you tackle difficult customers
List the seven types of difficult customer
Identify advanced customer service strategies for dealing with each type
Explain the golden rule of working with difficult customers
Description
The right de-escalation skills can turn a confrontation into a positive customer experience.
What this course covers:
- Key de-escalation skills for tense situations
- The seven customer types that challenge retail and hospitality staff
- Advanced customer service strategies for each type
- Handling confrontational situations professionally
For retail and hospitality professionals who face difficult customers.
System Requirements
See System Requirements in the Coggno Knowledge Base
Dealing With Difficult Customers: De-escalation in Retail and Hospitality
Dealing With Difficult Customers: De-escalation in Retail and Hospitality
Learn how to tackle the dreaded difficult customer. This course introduces the key skills of de-escalation, which can be used to turn any confrontational situation into a positive customer experience. Next, we profile the seven types of customer who cause retail and hospitality professionals the biggest headaches. We break down advanced customer service strategies for dealing with each type.
Frequently Asked Questions
This course is designed for employees and supervisors who need to complete Dealing With Difficult Customers: De-escalation in Retail and Hospitality training
Yes. This course is designed to meet applicable federal requirements and commonly mandated state standards. Always confirm specific state or industry requirements with your local regulations.
The course takes approximately 20 minutes to complete and can be paused and resumed at any time.
Yes. Learners receive a downloadable certificate upon successful completion, which can be used for compliance records and audits.
Yes. You can assign this course to individuals or groups using Coggno’s LMS, or purchase multiple seats for your team.
Yes. This course can be exported for delivery in most learning management systems (SCORM compatible).
Yes. The course is fully self-paced and available 24/7.
Yes. This course includes a knowledge check to reinforce learning and verify completion.
Learners have lifetime access from the date of purchase.
Yes. A preview is available so you can review the course format and content before purchasing.
Yes. Content is reviewed and updated as regulations and best practices change.
Yes. This course is available for free with an active Prime Subscription.
Yes. Refund requests can be submitted within 30 days of purchase.
OSHA Compliance
- Bloodborne Pathogens Training (21)
- Electrical Safety (73)
- Fire Safety Training (50)
- First Aid Training (34)
- Forklift Training (45)
- HazCom (Hazard Communication) (51)
- Lockout/Tagout (LOTO) (24)
- OSHA 10 Hour Training (6)
- OSHA 30 Hour Training (2)
- PPE (Personal Protective Equipment) (65)
- Slips, Trips & Falls (72)
- Workplace Safety (1001)