Customer Success and Service
Working With Upset Customers
Does dealing with an upset customer make your heart race and your stomach churn? If so, you’re not alone. It’s easy to lose our composure or feel flustered when we encounter someone who is unsatisfied, unhappy, or just plain difficult. But as challenging as emotional customers are, they’re simply a fact of life in cust...
Skills you will build
About this course
Does dealing with an upset customer make your heart race and your stomach churn? If so, you’re not alone. It’s easy to lose our composure or feel flustered when we encounter someone who is unsatisfied, unhappy, or just plain difficult. But as challenging as emotional customers are, they’re simply a fact of life in customer service. After all, customers don’t typically reach out when things are going well. They need help when there’s a problem or an unmet expectation – and that, understandably, can feel upsetting. In this course, you’ll learn why customers get upset and how to defuse those situations with an effective apology and action plan for making things right.
Course outline
7 topics · 1 hour
- 1 Why Customers Get Upset
- 2 Giving an Effective Customer Apology
- 3 Making Things Right
- 4 Responding to an Abusive Customer
- 5 Check Your Understanding
- 6 Key Takeaways
- 7 Quiz
Working With Upset Customers
Free
Start learning- Certificate on completion
- Access on phone and desktop
- Interactive course
- Scenarios