Managing Upset Customers

Customers can become upset for many reasons including missed delivery dates, products not working as advertised, or interactions with a rude salesperson. For customer-facing employees resolving customer conflicts takes skill and self-awareness. With this online training course, viewers learn which tools to use to find resolution, how to demonstrate the right attitude and behavior, and how to determine the right solution to solve the problem.

This course begins by discussing the right tools needed for positive and effective conflict resolution: active listening and emotional intelligence. Viewers also learn how to demonstrate the right attitude when discussing a customer’s issues, such as staying calm and building a connection. Workers are encouraged to come up with creative solutions and to look for the win-win scenario to make the company and customer happy.

Working with upset customers takes skill and finesse. With this training, employees learn the skills needed to move from conflict towards a successful resolution.

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

Customer Service and Sales Staff

• Introduction
• Use The Right Tools
• Have The Right Attitude
• Find The Right Solution
• Summary

• Customer Win Back Techniques
• Selling In A Virtual Environment
• Collecting Debt In 1 Minute