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If you work in customer service, probably spend most of your time dealing with customers who have a problem they want to solve or a complaint they want to share. Unhappy customers are a regular part of your day. While you may encounter a happy customer every now and then, the majority of people you deal with will be, at the very least, confused, and, at worst, irate. Which is why it’s so important that we have strategies and coping mechanisms in place to deal with difficult customers. Whether you interact with customers face-to-face, on the phone, or on social media, knowing how to respond to a difficult customer is vital – for your job and your sanity!
In this training course, you will learn how to react when you have to deal with an especially angry or difficult customer. We will discuss various strategies for making sure you understand the issue, calming upset customers, and practicing self-care to ensure that you continue to excel at your job.
By the end of this course, you will be able to:
- Recognize that the customer wants to be heard and analyze what you’ve been told
- Discuss strategies for calming the customer
- Focus on the solution, not the problem
- Outline best practices for unique situations