Professional Training for Managing Upset Customers
What you'll learn
- Managing Upset Customer
- Difficult Customer
- How to handle customer emotionally
- How to handle customer operationally
Requirements
- An open mind
Description
In a customer-facing business, we may routinely come across customers who are upset and are likely to express their dissatisfaction to the teams managing them. Handling such customers is a unique and much-desired skill for any professional. The present course helps you with the necessary tips and techniques for working with angry customers. You will learn the methods to hold your own emotional reaction to such events to resolve the issue at hand and make the customer satisfied without creating a spill-over effect on others.
The techniques and elements that you will learn in this course will help you understand various customer behaviors, which are the manifestation of emotions such as anger, sadness, and frustration. You can use these techniques when discussing with any type of customer, firstly to avoid upsetting them and in the worst case how to repair situations to calm clients so that the situation can be resolved.
We will provide examples along the way, meant to display positive and negative approaches to situations with angry customers. We will also offer you e-mail and chat templates, phone call scripts, and a series of quizzes, for you to be able to examine the knowledge you gained.
The course provides hands-on, easy-to-apply training on
A. Supporting your Customers Emotionally
B. Supporting your Customers Operationally
Building Rapport
Controlling the Calls
De-escalating Conversations
C. How to Manage Stress and Show Gratitude
How to Manage Stress
How to Show Gratitude
D. Additional Resources
Email Templates
Phone Scripts for Angry Customers
Live Chat Templates
Who this course is for:
- Present and aspiring Customer Care Executives
Instructor
- 4.4 Instructor Rating
- 7,716 Reviews
- 52,175 Students
- 34 Courses
ICMI Learning is at the forefront of technology-driven education, revolutionizing careers in Business, Financial Services, Banking and Payments since 2006. With a robust foundation in delivering transformative learning experiences, we pride ourselves on having educated over 55,000 individuals, both online and offline. Our journey is fueled by a passion for making high-quality education accessible and efficient for everyone, everywhere.
Our Collaboration with Udemy: We are thrilled to extend our expertise through Udemy, partnering to bring you unparalleled training solutions. ICMI Learning and Udemy Business collaborate closely to offer an extensive array of courses designed to meet the dynamic needs of global firms. Our curriculum is meticulously crafted by industry experts and practitioners who are dedicated to your learning and success.
Global Impact: Our global footprint spans over 150 countries, serving as the preferred partner for sourcing, training, and skill development. We have the privilege of working with esteemed clients, including global and domestic banks, leading brokerages, and financial services companies. ICMI Learning is not just about courses; it's about creating opportunities and empowering individuals across the globe.
Why Choose ICMI Learning? By enrolling in our courses, you're not just signing up for training; you're embarking on a journey to elevate your career with the help of seasoned professionals. Our courses are designed to be interactive, ensuring you can master new skills with minimal effort. Whether you're looking to advance in your current field or pivot to a new industry, ICMI Learning is your gateway to achieving your career goals.
Join us on Udemy to unlock your potential and transform your career with ICMI Learning – Where passion for education meets innovation.