Customer Service: Handling Abusive Customers

  • 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.

    Instructor

    • Click here to view David Brownlee’s instructor page

      David Brownlee

      #1 Best-Selling Author, Speaker, LinkedIn Learning Instructor-Customer Success Expert-Training Businesses & Individuals

      David Brownlee is the founder and CEO of Pure Customer Service.

      In addition to being the author of Rock Star Customer Service, David is one of the most watched customer service trainers in history. He has trained over half a million businesses and individuals from around the world in customer service through his online training, live events, and coaching programs.

      He has conducted over 2,500 one-on-one coaching sessions and has created a training system to take you from where you are now in your customer service efforts to where you want to be.

      For the last 20 years, David has been an entrepreneur obsessed with providing his clients with world-class customer service in various industries. He has spent thousands of hours researching best practices and documenting what works in the companies that are delivering amazing customer experiences.

      His past clients include Paramount Pictures, McDonald's, Nike, and others.

      When David is not on the road speaking to companies, he is enjoying his time with his wife Luna and his two young children in San Diego, CA.

    Skills covered in this course

  • Welcome

    - Most people in customer service, either face-to-face or on the phone, will have experienced or come into contact with abusive customers at some point. This can be very difficult, even scary. But it's more important now than ever for you to have the skills necessary to deliver a world-class customer service experience and know how to diffuse a heated situation, or even get out of it safely and quickly. Hi, I'm David Brownlee, the CEO of the Pure Customer Service training company and author of Rock Star Service, Rock Star Profits. In this course, we will dig through the reasons why customers are abusive. I'll walk you through the seven key steps to handling an abusive customer, from assessing the situation and changing the customer focus to resolving the customer issue and following up. Last, watch real-life examples and discover how you can deal with these situations professionally and with confidence. Today's environment is ever-changing, from face-to-face and phone interactions to…

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Contents