Mastering Challenging Customer EncountersLaajuus (2 cr)

Objective

After completing the course, you will be able to: • understand the underlying factors behind challenging customer behavior • apply essential communication and interaction skills in challenging encounters • strengthen your professional confidence and resilience in customer-facing roles

Content

This course aims to strengthen students’ ability to handle challenging customer situations in a constructive and professional manner. The course explores the underlying factors behind difficult customer behavior as well as the dynamics of interaction and service encounters. Students will develop skills to anticipate, understand, and manage various challenging customer interactions. The course emphasizes practical communication strategies, and tools for coping with stress in demanding service situations. The course is particularly suitable for university of applied sciences students pursuing careers in customer service, social services, healthcare, or education, where strong interpersonal skills are essential.