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LinkedIn Learning

Customer Service: Handling Abusive Customers

via LinkedIn Learning

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Overview

Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Syllabus

Introduction
  • Handling Abusive Customers
  • Understanding why customers are abusive
1. Handling an Abusive Customer
  • Assessing the customer service interaction
  • Reassuring the customer
  • Using empathy to show you care
  • Changing the customer focus
  • Resolving the customer's issue
  • Aborting the interaction
  • Following up with the customer
2. Examples of How to Handle an Abusive Customer
  • Handling an abusive customer on the phone
  • Handling an abusive customer in person

Taught by

David Brownlee

Reviews

4.8 rating at LinkedIn Learning based on 7322 ratings

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