Welcome to the “Handling Angry Customers” video course intended to teach customer service representatives the tips and tricks of navigating interactions with angry or irate customers. This course, comprising seven video lessons, will go through the key steps in defusing an angry customer from beginning to end, including when to terminate a conversation. After completing this course, learners should feel more prepared to deal with angry customers so that they can remain professional and helpful even when facing hostility. To access your activity ID, a View CE Certificatebutton will display on the profile upon completion of the course. This programis valid for 0.75 PDU for the Project Management Institute (PMI).
Overview
COURSE DIFFICULTY
COURSE DURATION
40m
Skills Learned
After completing this online training course, students will be able to:
Utilize effective communication techniques to defuse anger
Identify the key steps in handling difficult customer interactions
Recognize when to escalate or terminate a conversation
Maintain professionalism in high-stress situations
Customer Service Representatives, Customer Support Agents, Sales Professionals, Frontline Staff
None
01. Introduction to Customer Anger
02. Understanding the Customer's Perspective
03. Techniques for De-escalation
04. Effective Communication Skills
05. When to Escalate or Terminate a Conversation
06. Maintaining Professionalism
07. Conclusion and Key Takeaways
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Utilize effective communication techniques to defuse anger
Identify the key steps in handling difficult customer interactions
Recognize when to escalate or terminate a conversation
Maintain professionalism in high-stress situations
WHO SHOULD ATTEND
Customer Service Representatives, Customer Support Agents, Sales Professionals, Frontline Staff
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Customer Anger
02. Understanding the Customer's Perspective
03. Techniques for De-escalation
04. Effective Communication Skills
05. When to Escalate or Terminate a Conversation
06. Maintaining Professionalism
07. Conclusion and Key Takeaways
