Let’s be real—dealing with difficult customers can sometimes feel like trying to defuse a bomb while juggling flaming swords. So when I stumbled across this Udemy course, Customer Service Training: Dealing with Difficult Customers by Gustavo Escobar Henríquez, I figured, hey, it’s worth a shot. And honestly? It was better than I expected. Here’s the full breakdown.
Instructor Reputation
Let’s talk about Gustavo Escobar Henríquez for a minute, because the guy behind the course really matters—especially for something as people-focused as customer service.
Gustavo isn’t just some random person reading a script in front of a whiteboard. He’s got serious credentials. We’re talking over 100,000 students enrolled in his courses, more than 28,000 reviews, and a 4.6-star average rating on Udemy. That’s not easy to pull off unless you’re doing something right. He’s been in the professional training game since 2008, and has worked with companies like Amazon, BMW, Yahoo, Sony, Intel, and a whole bunch of others you’ve definitely heard of.
What stands out, though, is that he doesn’t act like someone with that kind of resume. His teaching style is super approachable—more like a supportive coach than a corporate trainer. He’s got this warm, upbeat energy, and even a bit of a cheeky side. (Seriously, in the course description he gently roasts potential trolls and haters. It’s weirdly charming.)
Gustavo shares a lot about himself too—he’s a family guy, a self-made entrepreneur, a lawyer with a Master’s in Financial and Stock Markets (what?), and apparently also a pretty great friend. You get the sense that he genuinely cares about helping people enjoy what they do and be better at it.
That’s a big part of what makes this course work. When someone’s teaching you how to calm angry customers or manage high-stress interactions, you want that advice to come from someone with actual experience and empathy—and Gustavo brings both in spades.
Course Structure
The course structure of Customer Service Training: Dealing with Difficult Customers is one of the best things about this training—it’s clear, concise, and built to respect your time. You’re not wading through hours of filler to get to the good stuff. Everything is broken down into short, focused lessons that you can squeeze in between shifts, during a break, or whenever you have a few spare minutes.
The heart of the course is the ECA Method, which stands for:
- Empathy – Understand where the customer is coming from. Even if they’re yelling. Especially if they’re yelling.
- Control – Not in an aggressive way, but in a “let’s keep this conversation on track” kind of way.
- Advocacy – The golden goal: turn a frustrated customer into someone who walks away feeling heard and valued, maybe even turning into a brand supporter.
It’s a simple framework, but don’t let that fool you. The way Gustavo explains it, with real-life examples and clear rationale behind each step, makes it way more effective than a dozen generic “smile and apologize” tips. You’ll find yourself mentally using E-C-A the next time you’re in a tense conversation, even outside of work.
Another cool thing? The course isn’t just aimed at front-line support. Whether you’re in sales, logistics, business development, or even management, the content stays relevant. If you deal with people (and especially unhappy people), this course applies to you.
And the pacing? Perfect. You never feel rushed or bored. Gustavo’s delivery is relaxed but confident, and he keeps the tone friendly and professional. It’s like being in a training session with someone who actually likes teaching and wants you to succeed.
Bonus points: there are no cheesy role-play videos or cringe scenarios. Just solid advice, explained clearly, with a good mix of mindset coaching and actionable techniques.
Content Quality
When it comes to online courses, content is king—and this one delivers where it counts. Customer Service Training: Dealing with Difficult Customers doesn’t waste your time with fluff or outdated clichés. The material feels fresh, grounded in real experience, and most importantly—useful. Every section builds on the last in a way that’s easy to follow, and even easier to apply in the real world.
One of the standout aspects of the content is how much emphasis it places on soft skills. So many customer service courses get caught up in scripts and rigid policies, but this one dives into the human side of handling customer interactions. You’re not just learning how to “manage” people—you’re learning how to connect with them, de-escalate tense moments, and actually turn a negative experience into something positive.
The ECA Method (Empathy, Control, Advocacy) is the backbone of the course, and it’s introduced clearly and revisited throughout with different examples and scenarios. It’s not a one-and-done slide—it’s a thread that runs through the whole course, tying everything together. Gustavo takes the time to explain not just what to do, but why it works. That context makes a big difference when you’re under pressure and need to make a quick decision on the job.
Another big plus? The tone. Gustavo knows how to balance professional insight with a touch of humor and relatability. He’s not trying to impress you with buzzwords—he’s focused on making sure you get the point and feel confident using what you’ve learned. His personal anecdotes and friendly delivery style keep things from ever feeling dry or repetitive.
As for the production quality—it’s solid. The video and audio are clear, there’s good pacing, and everything is easy to navigate. You won’t be squinting to read blurry slides or struggling to hear what’s being said.
Overall, the course content hits that sweet spot between being informative and being engaging. You’ll walk away not just knowing more—but feeling ready to put it into practice.
Overall Course Rating – 9/10
All things considered, I’m giving Customer Service Training: Dealing with Difficult Customers a 9 out of 10. It’s well-designed, well-delivered, and genuinely helpful for anyone working in customer service or client-facing roles. Whether you’re brand new to the field or have been around the block a few times, there’s value here. What pushes it to a 9 for me is the clarity of the ECA method, the real-world practicality of the advice, and the personality Gustavo brings to the table.
That said, no course is perfect. If I had to nitpick, I’d say there could’ve been a few more real-life case studies or role-play breakdowns. While the examples included are helpful, adding a couple of detailed walk-throughs of particularly tough customer situations would really elevate it. But that’s a small gripe in the grand scheme of things.
What matters most is that you finish the course with actionable tools, a better understanding of human behavior, and a more confident approach to handling stress-filled interactions. And that’s exactly what you get here.
Would I recommend it? Absolutely. Especially if you’re training a team or looking for a course that’s short enough to fit into a busy schedule but deep enough to make a real difference. Plus, with Gustavo’s upbeat delivery and no-nonsense wisdom, it’s actually an enjoyable watch—which is more than I can say for a lot of professional development courses out there.
So yeah—solid 9/10. Worth your time, and honestly, a great investment in your professional growth.
