Welcome to the Handling Angry Customers: Reassuring the Customer You’re Here to Help” video lesson intended to help customer service representatives reassure a customer that their problem will be taken care of. This lesson is the second 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 viewers can instantly defuse tension in a customer interaction by taking ownership of their issue. Ultimately, after watching this lesson, learners should know how to reassure angry customers, as well as some tips to make it more effective.
Overview
COURSE DIFFICULTY
COURSE DURATION
5m
Skills Learned
After completing this online training course, students will be able to:
Reassure angry customers effectively
Take ownership of customer issues
Apply techniques to defuse tension in interactions
Identify when to terminate a conversation appropriately
Customer service representatives, Customer support managers, Retail associates, Call center agents
None
01. Understanding Customer Anger
02. Techniques for Defusing Tension
03. Taking Ownership of Customer Issues
04. Effective Communication Skills
05. When to End a Conversation
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Reassure angry customers effectively
Take ownership of customer issues
Apply techniques to defuse tension in interactions
Identify when to terminate a conversation appropriately
WHO SHOULD ATTEND
Customer service representatives, Customer support managers, Retail associates, Call center agents
PREREQUISITES
None
COURSE OUTLINE
01. Understanding Customer Anger
02. Techniques for Defusing Tension
03. Taking Ownership of Customer Issues
04. Effective Communication Skills
05. When to End a Conversation
