Working with Upset Customers
47mGeneral2023-04-10
Authors
Jeff Toister
Author, Consultant, Trainer
Madecraft
Full-Service Learning Content Company
Course details
More than any other topic, customer service professionals ask for advice on how to serve angry and upset customers. This course reveals proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.
Skills covered
Customer Service SkillsCustomer ServiceOne-Off
Concepts
0. Introduction
- 01 - Serving upset customers with ease
- 02 - Exploring your upset customers learning plan
- 03 - Helping the customer be right
1. Preventing Customer Anger
- 04 - Creating personal connections with rapport
- 05 - Avoiding unpleasant surprises
- 06 - Using preemptive acknowledgment
2. Serving Angry Customers
- 07 - Recognizing your natural instincts
- 08 - Listening with empathy
- 09 - Apologizing effectively
- 10 - Avoiding arguments
- 11 - Drawing the line at abusive behavior
3. Learning from Angry Customers
- 12 - Preserving the relationship
- 13 - Conducting an after-action review
- 14 - Sharing customer feedback
Conclusion
- 15 - Putting the work in