Difficult Situations: Calming Upset Customers

Description

The first priority in calming upset customers is to diffuse tension and then resolve the issue. Discover some words to avoid and how to ensure angry customers feel like they are heard, feeling empathy and can see you are trying to find a resolution. The focus needs to be you and the customer against the situation. Learn how to implement a four-step model for calming upset customers. Understand how to manage customer complaints better in the future by understanding the special needs of customers with complaints.

Learning Objectives

Explain the difference between difficult situations and difficult customers, Apply a four-step model for calming upset customers, Summarize the do's and don'ts of working with upset customers

Target Audience

Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams