How to Deal With a Rude or Angry Customer
Learn how to defuse tension and satisfy difficult customers with this free online customer service course.Publisher: Ross Maynard
CertificationView course modules
Anger is a normal and common emotion we all experience and anyone working with customers has to defuse situations in which they get upset and lash out. This ill temper can be prompted by your organization’s failure to provide service or products or it could be the result of unseen irritations - either way you still have to deal with it. This free online course helps you to manage those stressful situations and do your best to support the customer and solve their problems. We provide some proven tips and tricks to avoid common traps and pitfalls that can enrage customers and clients.
This course explains the important objectives and factors to keep in mind when confronted with rage. We analyze anger as an emotion that appears in different guises and explore the many factors that give rise to each kind. This will demonstrate how poor customer service can prompt explosive customer behaviour. We go through various causes of poor customer service and establish the need for specific policies that improve it. We go through these policies and suggestions in detail with the help of examples. Angry customers must be dealt with calmly and carefully and we identify known warning signs and triggers to avoid.
We break down the proven systematic approach to handling dissatisfied customers into its twelve steps. Sometimes such dissatisfaction translates into rudeness and we outline the policies and procedures that lower tensions. Customer relations can be stressful and we provide crucial ways to manage that anxiety. This course is suitable for anyone who constantly deals with the public or wishes to work in such a field. Customer service drives business success so sign up to gain the skills to handle the worst that people can throw at you in the workplace while smoothly managing their rage and your own stress.Start Course Now
Upon successful completion of this course, you should be able to:
- Define and understand ‘anger’
- List the psychological effects of rage
- Distinguish between different types of anger
- Explain the ‘buyer's remorse’ phenomenon and how to deal with it
- Identify the various principles of anger management
- Summarize the process of stress management
- Outline the four most common causes of anger in a customer service or client situation
- Discuss the significance of having a customer behaviour policy in an organization
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