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.

Skills covered

Customer Service SkillsCustomer ServiceOne-Off

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 - Ending the customer 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

Conclusion

12 - Confidently deal with abusive customers