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Managing Upset Customers

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Course Format
  Video On Demand
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Training Time ?
11 to 15 minutes
Video Format
High Definition
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Number of Lessons
Quiz Questions
Question Feedback
Wrong Answer Remediation
Lesson Bookmarking
Downloadable Resources
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Mastery Training Content Network
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Working with upset customers takes skill and finesse. With the right training, you can learn how to address conflicts positively and effectively. Use this training course to learn the skills needed to address and solve customer issues.

This course teaches customer-facing employees about the right tools for addressing customer conflicts. These tools include active listening and emotional intelligence. Using these skills help you understand someone else’s point of view and should lead to compromise and conflict-resolution. Viewers also learn how to demonstrate the right attitude when discussing a customer’s issues, such as staying calm and building a connection. It is critical to discover what happened and why your customer is upset. Getting to the root of the problem helps find a resolution.

Customers can become upset for many different reasons. With this training course, your team will learn the specific behaviors and attitudes to adopt to resolve customer conflicts.


All customer-facing employees

The course presents the following topical areas:
  • Introduction
  • Use The Right Tools
  • Have The Right Attitude
  • Find The Right Solution
  • Summary

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