Welcome to the “Defusing Techniques for Handling Angry Customers” video lesson which covers the HEAL steps to defuse angry customers. This lesson is the fourth of four in the “Phone Etiquette” series, which covers essential rules for phone etiquette, best practices during customer service calls, and how to expertly take and leave messages. This lesson highlights specific defusing techniques and how to most effectively execute them.
Overview
COURSE DIFFICULTY
COURSE DURATION
6m
Skills Learned
After completing this online training course, students will be able to:
Identify the HEAL Steps to Defuse Angry Customers
Utilize Effective Communication Techniques During Customer Interactions
Implement Best Practices for Handling Difficult Situations
Demonstrate Empathy and Understanding to Calm Upset Customers
Customer Service Representatives, Call Center Agents, Sales Professionals, Team Leaders
None
01. Introduction to Phone Etiquette
02. Overview of the HEAL Steps
03. Techniques for Defusing Angry Customers
04. Role-Playing Scenarios and Practice Sessions
05. Summary and Key Takeaways
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Identify the HEAL Steps to Defuse Angry Customers
Utilize Effective Communication Techniques During Customer Interactions
Implement Best Practices for Handling Difficult Situations
Demonstrate Empathy and Understanding to Calm Upset Customers
WHO SHOULD ATTEND
Customer Service Representatives, Call Center Agents, Sales Professionals, Team Leaders
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Phone Etiquette
02. Overview of the HEAL Steps
03. Techniques for Defusing Angry Customers
04. Role-Playing Scenarios and Practice Sessions
05. Summary and Key Takeaways
