Handling Angry Customers: Putting It Into Practice

Welcome to the Handling Angry Customers: Putting It Into Practice” video lesson intended to help customer service representatives handle angry customers by giving an example of a phone call where a representative stays professional while maintaining boundaries. This lesson is the final 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 includes a scenario in which a customer service representative goes through the de-escalation steps with a disgruntled customer, but things don’t quite go according to plan. Ultimately, after watching, viewers should feel more confident in applying what they’ve learned in this course.