Working with Upset Customers

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  • Course details

    More than any other topic, frontline employees 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.


    • Click here to view Jeff Toister’s instructor page

      Jeff Toister

      Customer Service --> Author | Consultant | Trainer

      Jeff Toister is an author, consultant, and trainer who helps customer service teams unlock hidden potential.

      He is president of Toister Performance Solutions, Inc., a consulting firm that helps companies improve customer service. Jeff has appeared on numerous lists of top customer service experts including Global Gurus' World's Top 30 Customer Service Professionals, ICMI's Top 50 Thought Leaders to Follow on Twitter, and HDI's Top 25 Thought Leaders in Technical Support and Service Management.

      Jeff is the author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, a practical guide that helps leaders develop customer-focused cultures in their organizations. The book draws upon profiles of successful companies, shares cutting-edge research, and provides practical tools.

      He is also a nationally recognized employee training expert, and was one of the first people to receive the Certified Professional in Learning and Performance certification from the Association for Talent Development. In 2015, Jeff was awarded the CPLP Contributor Award by ATD for his numerous contributions to the program. He is a past president of ATD's San Diego chapter, where he was a recipient of the WillaMae M. Heitman Award for distinguished service.

      Jeff lives in California and serves clients throughout the United States.

    Skills covered in this course

  • Welcome

    - Hi. My name is Jeff Toister. Working with angry or upset customers is one of the most difficult aspects of customer service. This course will show you proven techniques that you can use in these challenging situations. They're concepts I've learned from spending more than 20 years as a customer service manager, trainer and consultant. And, I've also served plenty of upset customers myself. We'll start by looking at proven techniques for working with angry customers. You'll see some scenes from a coffee shop that illustrate good and bad examples. Next, I'll show you how you can learn from these situations to restore relationships and prevent future flare-ups. Finally, I'll give you some of my favorite techniques for preventing customers from getting angry in the first place. Serving angry customers isn't fun, but it's my hope that this course will make you job a little bit easier. Let's get started.

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