How to Handle the Irate Customer
- Course Format
Video On Demand
- Product ID
- Training Time ?
- 11 to 21 minutes
- Video Format
- High Definition
- Required Plugins
- Number of Lessons
- Quiz Questions
- Question Feedback
- Wrong Answer Remediation
- Lesson Bookmarking
- Downloadable Resources
- Interactive Producer
- Mastery Training Content Network
- Original Content Producer
- Telephone Doctor
As a service professional you have likely dealt with a number of irate customers. Do you cringe and immediately seek help or worse, do you get angry? Explore the tried and true method to guide unhappy customers through a resolution with this online video training.
This four-point plan reminds you the customer is not angry with you, it is not personal. Viewers learn the ASAP technique to diffuse the situation. Third you must accept a small number of people will need to be passed to a supervisor if ASAP does not work. The last tool for diffusion is “The Swear Stopper” for the customer who becomes verbally abusive or offensive.
Employees in customer-facing positions must be armed with all of the tools necessary for success, which must include techniques for diffusing escalated situations. Well-equipped employees are more confident and able to handle irate customers.
This course is in the Video On Demand format, to read about Video On Demand features click here.
- Install on any SCORM LMS
- Full-screen video presentation
- Print certificate and wallet card
- You have 60 days to complete the course
All those who work in customer service
- It's Nothing Personal
- Use the ASAP Technique
- You Can Satisfy Most of the People Most of the Time
- Use the Swear Stopper
- Bonus Tip: No Excuses