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How to Handle the Irate Customer: 4-Point Plan for Calming Angry Customers

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Course Format
Video on Demand  
Video On Demand
Product ID
tdochthi_vod
Continuing Education Units (CEUs)
0.0
Training Time ?
11 to 16 minutes
Language(s)
English
Video Format
Standard Definition Wide
Devices Supported
Browsers Supported
Android, Chrome, Internet Explorer 9, Internet Explorer 10, FireFox, Safari Mac OS, Safari iOS, Blackberry
Required Plugins
None
Number of Lessons
5
Quiz Questions
10
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Technologies, Inc.
Original Content Producer
Telephone Doctor
Course screen Course screen Course screen
Overview

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
Audience

All those who work in customer service

Topics
The course presents the following topical areas:
  • It's Nothing Personal
  • The ASAP Technique / Satisfy Most of the People
  • Swear Stopper
  • Bonus Tip: No Excuses
  • Review

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