Overview
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Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.
Syllabus
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Introduction
- Handling Abusive Customers
- Understanding why customers are abusive
- Assessing the customer service interaction
- Reassuring the customer
- Using empathy to show you care
- Changing the customer focus
- Resolving the customer's issue
- Aborting the interaction
- Following up with the customer
- Handling an abusive customer on the phone
- Handling an abusive customer in person
