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BusinessSalesCRM Customer Relationship Management

Professional Training for Managing Upset Customers

Customer Service, Effective techniques for handling upset and difficult customers
Rating: 4.4 out of 54.4 (13 ratings)
1,029 students
Created by ICMI LEARNING
Last updated 2/2022
English
English [Auto]

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

ICMI LEARNING
ICMI Learning is a technology-driven educational company
ICMI LEARNING
  • 4.4 Instructor Rating
  • 1,484 Reviews
  • 22,354 Students
  • 8 Courses

ICMI Learning is an innovative technology-driven educational company that has immense expertise in transforming careers across industries including Retail,  financial services, and banking. We have trained over 20,000 individuals online and offline.

We have collaborated with Udemy for our online education and providing training solutions to global firms through Udemy Business.

Since our inception in 2006, ICMI Learning has evolved into the preferred sourcing, training, and skill development partner that caters to the up-skilling needs of students from over 140 countries, which include global and domestic banks, leading brokerages, and financial services companies.

By choosing ICMI Learning, you make sure you will learn from industry experts and practitioners, who have a passion for designing interactive content to learn the skills with minimum effort.


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