The Handling Difficult Customers with Confidence certificate program is designed to help customer service professionals develop the skills necessary to manage challenging customer interactions effectively. Through 15 comprehensive lectures, participants will learn techniques for understanding customer needs and emotions, building emotional resilience, and using key communication skills to de-escalate conflicts. The course covers strategies for managing personal emotional reactions, setting boundaries, and maintaining professionalism. Learners will also explore problem-solving, handling different types of difficult customers, and turning negative interactions into positive outcomes, all while building confidence and utilizing customer feedback for service improvement.