Email And Business Writing: Handling Irate Customers

This course talks about appropriately handling irate, angry and upset customers. The course demonstrates the appropriate steps to deal with an angry customer by employing a proven strategy to keep control. Examples are shown on how to craft a response using the ASAP method in order to diffuse anger, resolve the issue, and make every effort to retain the customer.

This course is part of the Email and Business Writing series. While most of us have figured out how to send and receive emails by now, there are some nuances of this form of communication that are not common sense. These short vignettes demonstrate specific practices for crafting professional and effective business emails. These tips help users create great customer service experiences and build business relationships with colleagues.

Each of these animated vignettes demonstrates a best practice for email and ends with a short assessment to measure learner comprehension. Each course also includes a downloadable key points document to help you remember the basics of what was covered. These courses make for great training on their own or used as a series.

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

All customer-facing employees

• Handling Irate Customers

• Communication Skills: What Would You Say?
• Effective Communication - Avoid the 6 Common Mistakes
• Writing Effective Emails