Customer Service: Handling Abusive Customers (2018)
36mIntermediate2022-01-05
Authors
David Brownlee
Founder and CEO of Pure Customer Service
Course details
What is the best way to handle a customer who steps into dangerous territory? What strategies will help diffuse and refocus a bad interaction, and when is it appropriate to walk away? In this course, join customer service expert David Brownlee—the author of Rock Star Customer Service—as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts. Upon wrapping up this course, you'll have the knowledge you need to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism.
Skills covered
CommunicationProfessional DevelopmentLeadership and ManagementDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Handling Abusive Customers
- 02 - Understanding why customers are abusive
1. Handling an Abusive Customer
- 03 - Assessing the customer service interaction
- 04 - Reassuring the customer
- 05 - Using empathy to show you care
- 06 - Changing the customer focus
- 07 - Resolving the customer's issue
- 08 - Aborting the interaction
- 09 - Following up with the customer
2. Examples of How to Handle an Abusive Customer
- 10 - Handling an abusive customer on the phone
- 11 - Handling an abusive customer in person