This course talks about appropriately handling irate, angry and upset customers. The course demonstrates the appropriate steps to deal with an angry customer by employing a proven strategy to keep control. Examples are shown on how to craft a response using the ASAP method in order to diffuse anger, resolve the issue, and make every effort to retain the customer. This course is part of the Email and Business Writing series. While most of us have figured out how to send and receive emails by now, there are some nuances of this form of communication that are not common sense. These short vignettes demonstrate specific practices for crafting professional and effective business emails. These tips help users create great customer service experiences and build business relationships with colleagues.