Dealing with Angry or Rude Customers
Learn how to effectively deal with angry or rude customers in this comprehensive course. Discover the causes of anger, prepare your organization, and implement a 12-step approach. Ideal for customer service staff, managers, and anyone who interacts with the public. Perfect for business or management students.
What you’ll learn
- The nature and causes of anger as an emotion
- The objectives when dealing with an angry customer
- How to prepare their organisation for dealing with angry customers
- Appropriate customer service metrics
- 12 steps to deal with an angry customer
- Questions and short scripts to try to help a customer bring their anger under control
- Why a customer might be rude, and how to deal with that rudeness
- How to manage the stress of dealing with angry or rude customers
If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can.
Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact.
In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points.
I hope you find the course helpful.
Who this course is for:
- Customer service staff
- Managers and management trainees
- Any individual who deals with the public
- Students of business or management
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