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.
Overview
COURSE DIFFICULTY
COURSE DURATION
8m
Skills Learned
After completing this online training course, students will be able to:
Assess the situation when dealing with angry customers
Utilize effective communication techniques to de-escalate conflicts
Implement strategies to maintain a positive customer experience
Recognize the signs of escalating anger and respond appropriately
Develop a personal action plan for handling difficult interactions
Customer service representatives, Retail staff, Call center agents, Frontline employees, Managers in customer-facing roles
None
01. Understanding Customer Emotions
02. Techniques for De-Escalation
03. Communication Skills for Conflict Resolution
04. Strategies for Positive Customer Interactions
05. Creating a Personal Action Plan
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Assess the situation when dealing with angry customers
Utilize effective communication techniques to de-escalate conflicts
Implement strategies to maintain a positive customer experience
Recognize the signs of escalating anger and respond appropriately
Develop a personal action plan for handling difficult interactions
WHO SHOULD ATTEND
Customer service representatives, Retail staff, Call center agents, Frontline employees, Managers in customer-facing roles
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Emotions
02. Techniques for De-Escalation
03. Communication Skills for Conflict Resolution
04. Strategies for Positive Customer Interactions
05. Creating a Personal Action Plan
