Welcome to the Handling Angry Customers: Offering a Solution” video lesson intended to help customer service representatives offer solutions for angry customers’ issues. This lesson is the fourth 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 covers how a representative should offer a solution, and what to do if they need to verify any information. Ultimately, with these tricks up their sleeves, learners should feel more comfortable when reaching this stage with angry customers.
Overview
COURSE DIFFICULTY
COURSE DURATION
5m
Skills Learned
After completing this online training course, students will be able to:
Identify the root causes of customer anger
Utilize effective communication techniques to de-escalate tense situations
Offer appropriate solutions to resolve customer complaints
Implement strategies to prevent future conflicts
Enhance overall customer satisfaction and loyalty
Customer Service Representatives, Frontline Staff, Sales Professionals, Team Leaders
None
01. Understanding Customer Emotions
02. Communication Techniques for De-escalation
03. Problem-Solving Strategies
04. Building Rapport with Customers
05. Follow-Up and Feedback Mechanisms
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify the root causes of customer anger
Utilize effective communication techniques to de-escalate tense situations
Offer appropriate solutions to resolve customer complaints
Implement strategies to prevent future conflicts
Enhance overall customer satisfaction and loyalty
WHO SHOULD ATTEND
Customer Service Representatives, Frontline Staff, Sales Professionals, Team Leaders
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Emotions
02. Communication Techniques for De-escalation
03. Problem-Solving Strategies
04. Building Rapport with Customers
05. Follow-Up and Feedback Mechanisms
