Handling Angry Customers: Using the Power of Empathy

Welcome to the Handling Angry Customers: Using the Power of Empathy” video lesson intended to help customer service representatives show empathy to angry or frustrated customers. This lesson is the third 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 dives into how empathy defuses anger, including two key steps for showing empathy that will make a difference in interactions with angry customers. Ultimately, after watching this lesson, learners should be able to relate to the customer more easily so they can turn a negative situation into a positive one as quickly as possible.