Working with Upset Customers

سرفصل های دوره

More than any other topic, customer service professionals ask for advice on how to serve angry and upset customers. This course reveals proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

01 - Introduction

01 - Serving upset customers with ease

02 - Exploring your upset customers learning plan

03 - Helping the customer be right

02 - 1. Preventing Customer Anger

01 - Creating personal connections with rapport

02 - Avoiding unpleasant surprises

03 - Using preemptive acknowledgment

03 - 2. Serving Angry Customers

01 - Recognizing your natural instincts

02 - Listening with empathy

03 - Apologizing effectively

04 - Avoiding arguments

05 - Drawing the line at abusive behavior

04 - 3. Learning from Angry Customers

01 - Preserving the relationship

02 - Conducting an after-action review

03 - Sharing customer feedback

05 - Conclusion

01 - Putting the work in

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تولید کننده: LinkedIn Learning (Lynda)