Patience is key to working with and understanding upset customers
Certificate understanding how to work with upset customers
-
Author: JTS Training
-
Level: Beginner
-
Study time: 2 Hours
-
Study Method: Online, self paced
Course Overview
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. Then, you’ll learn to spot when customers go too far, so you can protect yourself from abuse.
This course will help you understand:
Why customers get upset to begin with
How to respond to an abusive customer
How to give an effective apology to a customer to support making things right
Test your knowledge
Why choose JTS Training?
Invest in yourself
You deserve it
Continuing Professional Development (CPD) will help enhance your career and strengthen your CV to help you gain a future role. Improving and validating your skills adds value to the organisation you work for.
Whether you are starting out in your career, changing careers, or increasing your skills and knowledge in your current career, you are investing in yourself because you understand the importance of you!
