Email Matters: Handling Irate Customers

This short, yet highly entertaining and informative, course explains the importance of professionally handling irate and upset customers. Using examples, it walks one through a proven strategy called the ASAP method to diffuse their anger, resolve the issue, and make every effort to retain the customer.

This course is part of the Email Matters series. While most of us have figured out how to send and receive emails by now, there are some nuances of this form of communication that are not common sense. These short vignettes demonstrate specific practices for crafting professional and effective business emails. These tips help users create great customer service experiences and build business relationships with colleagues.

Each of these animated vignettes demonstrates a best practice for email, and ends with a short assessment to measure learner comprehension. Each course also includes a downloadable key points document to help you remember the basics of what was covered. These courses make for great training on their own, or used as a series.

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

Anyone who communicates with customers

• Handling Irate Customers

• Effective Communication - Avoid the 6 Common Mistakes
• Writing Effective Emails
• Email Management