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Email And Business Writing: Handling Irate Customers

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Course Format
  Video On Demand
Product ID
Training Time ?
4 to 10 minutes
Video Format
High Definition
Required Plugins
Number of Lessons
Quiz Questions
Closed Captioning
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer

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.

Each of these animated vignettes demonstrates a best practice for email and ends with a short assessment to measure learner comprehension. Each course also includes a downloadable key points document to help you remember the basics of what was covered. These courses make for great training on their own or used as a series.


All customer-facing employees

The course presents the following topical areas:
  • Handling Irate Customers

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