This is a short introduction to Product Management. In this course, you’ll learn what Product…
Working with angry or upset customers can be a big challenge. They can be unreasonable, demanding, and sometimes a customer’s anger feels like a personal attack. Service professionals are supposed to avoid taking this personally, but it’s only human to feel discouraged, frustrated, or even angry yourself when you serve people who are really upset. Over the course of ten daily lessons, you’ll learn proven ways to defuse customer anger and prevent people from boiling over. You will also discover simple techniques to recover the relationship after a service failure and eventually prevent customers from getting angry in the first place!
167 students completed this course
100% recommend it to other students
Teacher: Jeff Toister
“An honest and passionate write up that provides lots of insights and examples on how to surround yourself with happy customers.”
“Very good information, a lot to pull from and use with my customer care team.”
“Good information given to apply for customer service.”
Lesson 1. What Makes Your Customers Angry?
Lesson 2. Identify the Fight-or-Flight Instinct
Lesson 3. De-escalate Tense Situations through Listening
Lesson 4. The Partner Technique
Lesson 5. Avoid Words That Trigger Customer Anger
Lesson 6. Handle Abusive Behavior
Lesson 7. Recover an Angry Customer
Lesson 8. Prevent Unpleasant Surprises
Lesson 9. The Pre-emptive Acknowledgement
Lesson 10. Learn from Each Customer
Starting tomorrow, you will receive a new lesson straight to your inbox every morning for 10 days. Lessons take just 5 minutes to read, and each course is followed by fun, knowledge-testing quiz.
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