Handling Angry Customers: Assessing the Situation

Welcome to the Handling Angry Customers: Assessing the Situation video lesson intended to help customer service representatives start an interaction with someone who is upset on the right foot. This lesson is the first of seven video lessons in the “Handling Angry Customers” course, which covers the key steps in defusing an angry customer from beginning to end, including when to terminate a conversation. This lesson gives some tips on how to understand a customer’s problem and what their ideal solution is. Ultimately, after watching this lesson, learners should know how to assess the situation with an angry customer so they are much more likely to turn the interaction into a positive one.