- Duration: 55m
- Skill Level: Intermediate
- Released: July 6, 2015
- Viewers: 122,956
Learn the most in-demand business, tech and creative skills from industry experts.
Course detailsMore than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal 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.
- 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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