Course Overview

Are you and your staff able to keep a cool, professional head when dealing with an angry customer? Study online and learn the skills necessary that make the difference between a customer who feels satisfied with the resolution and one who never wants to use your business again.

This CPD Certified course on dealing with angry customers forms part of our Leadership & Management and our Customer Services series and allows delegates to learn strategies necessary to defuse anger as they work on resolving the issue and build an adult-adult, problem-solving approach ? often in an emotionally charged situation.

Customers get rude or angry for a variety of reasons, some justified and some not, and express their frustration by aiming their grievances at staff members. To allow staff members to become effective at dealing with angry customers, this course helps to shape the way staff members respond which can make the difference between a customer who feels satisfied with the resolution and one who never wants to use your business again.

To allow staff members to become effective at dealing with angry customers, this course highlights the importance of the need to understand the viewpoint from both sides. Also, that the angry customer is expressing their concerns about the company and not about them as an individual. How your staff respond can make the difference between a customer who feels satisfied with the resolution and one who never wants to use your business again.

Course Outcomes:

• Understand how adult-adult interactions aid problem resolution
• Understand how to avoid parent/child responses by guiding the relationship through a positive process to achieve resolution
• Be able to avoid an emotional response and remain calm in challenging situations
• Ensure the complaint is followed up thoroughly to complete resolution

Target Audience

Anyone working in a customer facing role