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Dealing with Angry or Rude Customers   Course Description   Copyright Ross Maynard 2021   Course Description If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can. Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact. In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points. I hope you find the course helpful.   Key Learning Points  On completion of the course, delegates will be able to: Understand the nature and causes of anger as an emotion. Consider their objectives when dealing with an angry customer. Help prepare their organisation for dealing with angry customers. Identify appropriate customer service metrics Work through a series of steps to deal with an angry customer. Use questions and short scripts to try to help a customer bring their anger under control . Consider why a customer might be rude, and how to deal with that rudeness. Understand how to manage the stress of dealing with angry or rude customers.     Curriculum L1: Anger as an Emotion L2: Your Objectives when Dealing with Anger L3: Poor Customer Service L4: Preparing your Organisation  L5: Warning Signs and What Not to Do L6: The 12 Steps to Dealing with Anger L7: Example Scripts for Angry Customers L8: Dealing with Rude Customers L9: Dealing with Stress, and Key Learning Points     Pre-Course Requirements There are no pre-course requirements     Additional Resources Copy of customer behaviour policy     Course Tutor Your tutor is Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants in the UK and has 30 years’ experience as a process improvement consultant specialising in business processes and organisation development. Ross is also a professional author of online training courses. Ross lives in Scotland with his wife, daughter and Cocker Spaniel

Explore the laws of the universe with this self-paced course from Spark Generation! From mechanics to electromagnetism, learn more about the world of matter and energy. This self-paced course guides you through real-world applications, experiments, and problem-solving exercises. Join us to unravel the mysteries of the physical world!

Success in Cambridge Maths is often a prerequisite for many competitive university courses, particularly in the fields of engineering, physics, computer science, and of course, mathematics. This self-paced course from Spark Generation provides a strong foundation for students planning to pursue mathematically-intensive careers or those who want to prepare for their high school journey in a smart way. :)

Success in Cambridge Maths is often a prerequisite for many competitive university courses, particularly in the fields of engineering, physics, computer science, and of course, mathematics. This self-paced course from Spark Generation provides a strong foundation for students planning to pursue mathematically-intensive careers or those who want to prepare for their high school journey in a smart way. :)

Success in Cambridge Maths is often a prerequisite for many competitive university courses, particularly in the fields of engineering, physics, computer science, and of course, mathematics. This self-paced course from Spark Generation provides a strong foundation for students planning to pursue mathematically-intensive careers or those who want to prepare for their high school journey in a smart way. :)

Master the German language from scratch with our comprehensive online course. Perfect for beginners or those looking to enhance their language skills, our German course covers grammar, vocabulary, and conversational practice. Enrol now to embark on your journey to fluency with Spark Generation and you'll get access to more than this course, but 55+ Cambridge, Wellbeing and Future Readiness content.

Creating a Marketing System for Therapeutic Laser

Prepare for uni with the Cambridge self-paced Biology course fro Spark Generation!

Prepare for uni with the Cambridge self-paced Chemistry course from Spark Generation!

Tiny Toes Ballet offers enjoyable and inclusive dance classes for toddlers and kids in Newport, designed to nurture confidence and support development for boys and girls aged 6 months to 7 years. Through our ballet and dance programs, your child will experience the joy of dancing while developing essential skills like coordination, balance, and rhythm. Our classes also foster creativity, imagination, and self-confidence. Join us this term at Tiny Toes Ballet as we embark on summer sporting adventure in our children's ballet classes.