Customer Service: Handling Abusive Customers
40mBeginner2024-12-02
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. By the end of this course, you'll be equipped with the skills you need to formulate an action plan and navigate difficult customer service interactions with poise and professionalism.
Learning objectives
Handle abusive customers.
Communicate effectively.
Manage expectations.
Assess damage.
Learning objectives
Handle abusive customers.
Communicate effectively.
Manage expectations.
Assess damage.
Skills covered
Customer Service SkillsCustomer ServiceOne-Off
Concepts
Introduction
- Handling abusive customers
- Understanding why customers are abusive
Handling an Abusive Customer
- Assessing the customer service interaction
- Reassuring the customer
- Using empathy to show you care
- Changing the customer focus
- Resolving the customer's issue
- Ending the customer interaction
- Following up with the customer
Examples of How to Handle an Abusive Customer
- Handling an abusive customer on the phone
- Handling an abusive customer in person
Conclusion
- Confidently deal with abusive customers