Welcome to the Handling Angry Customers: Putting It Into Practice” video lesson intended to help customer service representatives handle angry customers by giving an example of a phone call where a representative stays professional while maintaining boundaries. This lesson is the final 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 includes a scenario in which a customer service representative goes through the de-escalation steps with a disgruntled customer, but things don’t quite go according to plan. Ultimately, after watching, viewers should feel more confident in applying what they’ve learned in this course.
Overview
COURSE DIFFICULTY
COURSE DURATION
6m
Skills Learned
After completing this online training course, students will be able to:
Identify effective strategies for handling angry customers
Demonstrate professional communication techniques in challenging situations
Recognize when to escalate or terminate a conversation with a dissatisfied customer
Apply de-escalation steps in real-life scenarios
Customer service representatives, support agents, call center staff, team leaders in customer service
None
01. Understanding Customer Anger
02. Techniques for De-Escalation
03. Handling Difficult Conversations
04. Maintaining Professional Boundaries
05. When to End a Conversation
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify effective strategies for handling angry customers
Demonstrate professional communication techniques in challenging situations
Recognize when to escalate or terminate a conversation with a dissatisfied customer
Apply de-escalation steps in real-life scenarios
WHO SHOULD ATTEND
Customer service representatives, support agents, call center staff, team leaders in customer service
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Anger
02. Techniques for De-Escalation
03. Handling Difficult Conversations
04. Maintaining Professional Boundaries
05. When to End a Conversation
