Managing Upset Customers

Working with upset customers takes skill and finesse. With the right training, you can learn how to address conflicts positively and effectively. Use this training course to learn the skills needed to address and solve customer issues.

This course teaches customer-facing employees about the right tools for addressing customer conflicts. These tools include active listening and emotional intelligence. Using these skills help you understand someone else’s point of view and should lead to compromise and conflict-resolution. Viewers also learn how to demonstrate the right attitude when discussing a customer’s issues, such as staying calm and building a connection. It is critical to discover what happened and why your customer is upset. Getting to the root of the problem helps find a resolution.

Customers can become upset for many different reasons. With this training course, your team will learn the specific behaviors and attitudes to adopt to resolve customer conflicts.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All customer-facing employees

• Introduction
• Use The Right Tools
• Have The Right Attitude
• Find The Right Solution
• Summary

• Customer Win Back Techniques
• Selling In A Virtual Environment
• Collecting Debt In 1 Minute