Welcome to the Handling Angry Customers: Following Up” video lesson intended to help customer service representatives know how to follow up with customers after an interaction. This lesson is the sixth 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 the importance of following up and what should be done to maximize the value of the interaction with the customer. Ultimately, after watching, viewers should know the benefit of reaching out to customers after an angry interaction and what to include in any correspondence.
Overview
COURSE DIFFICULTY
COURSE DURATION
5m
Skills Learned
After completing this online training course, students will be able to:
Develop Effective Strategies for Managing Customer Anger
Utilize Active Listening Techniques to Understand Customer Concerns
Implement Follow-Up Procedures to Ensure Customer Satisfaction
Recognize the Importance of Empathy in Customer Interactions
Create Action Plans for Continuous Improvement in Customer Service
Customer Service Representatives, Sales Professionals, Team Leaders, Managers
None
01. Understanding Customer Anger
02. Techniques for De-Escalation
03. The Importance of Follow-Up
04. Building Customer Relationships
05. Strategies for Continuous Improvement in Customer Service
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Develop Effective Strategies for Managing Customer Anger
Utilize Active Listening Techniques to Understand Customer Concerns
Implement Follow-Up Procedures to Ensure Customer Satisfaction
Recognize the Importance of Empathy in Customer Interactions
Create Action Plans for Continuous Improvement in Customer Service
WHO SHOULD ATTEND
Customer Service Representatives, Sales Professionals, Team Leaders, Managers
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Anger
02. Techniques for De-Escalation
03. The Importance of Follow-Up
04. Building Customer Relationships
05. Strategies for Continuous Improvement in Customer Service
