Welcome to “Customer Service 101: Assisting Upset Customers,” a video lesson that highlights strategies for dealing with difficult customers in a tactful and productive way. This lesson is the sixth of seven in the “Customer Service 101” video course, which helps you get to know your customers better and serve them more effectively. While you can’t control how a customer behaves, you can control how you respond. By watching this lesson, you’ll have a good starting point for how to respond respectfully when a customer is angry or upset.
Overview
COURSE DIFFICULTY
COURSE DURATION
8m
Skills Learned
After completing this online training course, students will be able to:
Identify effective strategies for managing upset customers
Demonstrate active listening techniques to understand customer concerns
Utilize de-escalation methods to calm difficult situations
Respond respectfully and professionally to customer complaints
Implement follow-up techniques to ensure customer satisfaction
Customer service representatives, Frontline staff, Call center agents, Retail employees, Team leaders
None
01. Understanding Customer Emotions
02. Techniques for Active Listening
03. Strategies for De-Escalation
04. Professional Communication Skills
05. Follow-Up Practices for Customer Satisfaction
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify effective strategies for managing upset customers
Demonstrate active listening techniques to understand customer concerns
Utilize de-escalation methods to calm difficult situations
Respond respectfully and professionally to customer complaints
Implement follow-up techniques to ensure customer satisfaction
WHO SHOULD ATTEND
Customer service representatives, Frontline staff, Call center agents, Retail employees, Team leaders
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Emotions
02. Techniques for Active Listening
03. Strategies for De-Escalation
04. Professional Communication Skills
05. Follow-Up Practices for Customer Satisfaction
