Overview
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Get proven techniques for neutralizing angry customer behavior as well as preventing it from occurring in the first place.
Syllabus
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Tackling One of the Hardest Parts of Customer Service
- Manage upset customers like a pro
- Getting the most out of this course
- Tending to emotional needs
- Understanding our natural instincts
- Listening with empathy
- Helping the customer be right
- Using the acknowledge and refocus technique
- Drawing the line at abusive behavior
- Preserving the relationship
- Conducting an after-action review
- Finding room for improvement
- Passing along complaints
- Creating personal connections
- Avoiding unpleasant surprises
- Replacing trigger words
- Using the preemptive acknowledgment technique
- Putting in the hard work and practice
