Welcome to the Handling Angry Customers: Using the Power of Empathy” video lesson intended to help customer service representatives show empathy to angry or frustrated customers. This lesson is the third 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 how empathy defuses anger, including two key steps for showing empathy that will make a difference in interactions with angry customers. Ultimately, after watching this lesson, learners should be able to relate to the customer more easily so they can turn a negative situation into a positive one as quickly as possible.
Overview
COURSE DIFFICULTY
COURSE DURATION
6m
Skills Learned
After completing this online training course, students will be able to:
Understand the importance of empathy in customer interactions
Identify key steps to defuse anger in customers
Apply techniques to show empathy effectively
Transform negative customer experiences into positive outcomes
Recognize when to appropriately terminate a conversation
Customer service representatives, customer support agents, sales professionals, team leaders in customer service
None
01. Introduction to Empathy in Customer Service
02. Key Steps in Defusing Anger
03. Techniques for Showing Empathy
04. Strategies for Positive Customer Interactions
05. When to End a Customer Conversation
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand the importance of empathy in customer interactions
Identify key steps to defuse anger in customers
Apply techniques to show empathy effectively
Transform negative customer experiences into positive outcomes
Recognize when to appropriately terminate a conversation
WHO SHOULD ATTEND
Customer service representatives, customer support agents, sales professionals, team leaders in customer service
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Empathy in Customer Service
02. Key Steps in Defusing Anger
03. Techniques for Showing Empathy
04. Strategies for Positive Customer Interactions
05. When to End a Customer Conversation
