Welcome to the Handling Angry Customers: Ending an Interaction Safely” video lesson intended to help customer service representatives know how to act when a customer continues to act abusive despite going through the proper steps to deescalate the situation. This lesson is the fifth 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 key lesson in this course covers when customer service representatives might be unable to resolve a situation and need to professionally terminate the interaction, either in person or on the phone. Ultimately, after watching, viewers should be more skilled at courteously disconnecting a call or leaving a situation with a hostile customer who continues to behave abusively.
Overview
COURSE DIFFICULTY
COURSE DURATION
5m
Skills Learned
After completing this online training course, students will be able to:
Identify the Causes of Customer Anger
Utilize Effective Communication Techniques
Implement De-escalation Strategies
Recognize When to End an Interaction Safely
Customer Service Representatives, Sales Professionals, Managers, Team Leaders
None
01. Understanding Customer Emotions
02. Techniques for Active Listening
03. Strategies for De-escalation
04. Role-Playing Scenarios
05. Developing a Personal Action Plan
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify the Causes of Customer Anger
Utilize Effective Communication Techniques
Implement De-escalation Strategies
Recognize When to End an Interaction Safely
WHO SHOULD ATTEND
Customer Service Representatives, Sales Professionals, Managers, Team Leaders
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Emotions
02. Techniques for Active Listening
03. Strategies for De-escalation
04. Role-Playing Scenarios
05. Developing a Personal Action Plan
