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
- An open mind
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
Controlling the Calls
C. How to Manage Stress and Show Gratitude
How to Manage Stress
How to Show Gratitude
D. Additional Resources
Phone Scripts for Angry Customers
Live Chat Templates
Who this course is for:
- Present and aspiring Customer Care Executives
ICMI Learning is an innovative technology-driven educational company with immense expertise in transforming careers across industries including Retail, financial services, and banking. We have trained over 30,000 individuals online and offline.
We have collaborated with Udemy for our online education and provide 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.