Learn strategies you can leverage to proactively recognize, de-escalate, and repair situations where a customer has become angry or upset.
Overview
Syllabus
Introduction
- Serving upset customers with ease
- Exploring your upset customers learning plan
- Helping the customer be right
- Creating personal connections with rapport
- Avoiding unpleasant surprises
- Using preemptive acknowledgment
- Recognizing your natural instincts
- Listening with empathy
- Apologizing effectively
- Avoiding arguments
- Drawing the line at abusive behavior
- Preserving the relationship
- Conducting an after-action review
- Sharing customer feedback
- Putting the work in
Taught by
Jeff Toister
