- listening with empathy
- helping the customer be right
- preserving the relationship
- learning from angry customers
- passing along complaints
- replacing trigger words
skill level intermediate
- hi, my name is jeff toister. working with angry or upset customers is one of the most difficult aspects of customer service. this course will show you proven techniques that you can use in these challenging situations. they're concepts i've learned from spending more than 20 years as a customer service manager, trainer and consultant and i've also served plenty of upset customers myself. we'll start by looking at proven techniques for working with angry customers. you'll see some scenes from a coffee shop that illustrate good and bad examples. next, i'll show you how you can learn from these situations to restore relationships and prevent future flare-ups. finally, i'll give you some of my favorite techniques for preventing customers from getting angry in the first place. serving angry customers isn't fun, but it's my hope that this course will make your job a little bit easier. let's get started.