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Dealing with Angry Customers
Course Overview
Are you able to keep a cool, professional head when dealing with an angry customer? Learn how to defuse anger as you work on resolving the issue and build an adult-adult, problem solving approach in an emotional situation.
Key Learning Points:
- How to defuse anger
- How to resolve issues
- How to remain cool and calm when things go wrong
- Learn some problem solving tips
- How to resolve complaints in an efficient and professional manner
Course Outcomes:
- Understand how adult-adult interactions aid problem resolution
- Understand how to avoid parent/child responses by guiding the relationship through a positive process to achieve resolution
- Be able to avoid an emotional response and remain calm in challenging situations
- Ensure the complaint is followed up thoroughly to complete resolution
Target Audience
All customer facing employees