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Email Matters: Handling Irate Customers

How to Buy This course has been discontinued and is no longer available.
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Course Format
  Video On Demand
Microlearning
Product ID
tdocemhi_vod
Training Time ?
4 to 10 minutes
Language(s)
English
Video Format
High Definition
Required Plugins
None
Number of Lessons
1
Quiz Questions
6
Question Feedback
Wrong Answer Remediation
Downloadable Resources
Interactive Producer
Mastery Training Content Network
Original Content Producer
Telephone Doctor
Overview

This course talks about appropriately handling irate, angry and upset customers. The course walks one through 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 Matters 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.

Audience

All customer-facing employees

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