Teach on Udemy

Turn what you know into an opportunity and reach millions around the world.

Learn More

Your cart is empty.

Keep shopping

Professional Training for Managing Upset Customers

Name: Professional Training for Managing Upset Customers
Rating: 4.4 (992 reviews)

Customer Service, Effective techniques for handling upset and difficult customers

Role Play

Created byICMI LEARNING

Last updated 6/2026

English

What you'll learn

Managing Upset Customer
Difficult Customer
How to handle customer emotionally
How to handle customer operationally

Course content

6 sections • 35 lectures • 1h 27m total length

Introduction1:21
Explore tips and techniques for working with angry customers using a safe approach to anger, sadness, and frustration, with email and chat templates, phone call scripts, and quizzes.

Supporting your Customers Emotionally 13:07
Example 11:18
Supporting your Customers Emotionally 23:18
Supporting your Customers Emotionally 34:50
Reframe the customer's experience by shifting perspective, using positive language, offering clear explanations and compensatory options, and adapting the interaction channel to calm upset customers.
Example 22:46
Empathize with upset customers, gather issue details, and guide them to restore missing posts via the control panel's restore option, addressing a bug quickly.
Supporting your Customers Emotionally 46:37
Example 31:41
Explain that the order has shipped, offer the 3–5 day window, note possible holiday delays, and advise contacting the delivery company for precise delivery timing.
Supporting your Customers Emotionally 53:28
Supporting your Customers Emotionally 65:16
The Customer Who Feels Ignored
Supporting your Customers Emotionally
Request for feedback: Your thoughts on the course progress so far0:50

Building Rapport 10:53
Example 42:33
Building Rapport 22:14
Building Rapport 33:24
Adopt language similarity by mirroring the customer's adjectives and keywords to show active listening. Use the customer's words to address issues, repositioning the situation to calm irritation and build rapport.
Building Rapport 41:42
Building Rapport 53:08
Example 52:33
Learn to resolve wrong-fragrance orders by confirming customer details, offering returns or exchanges, covering shipping costs, and sending the correct perfume quickly.
Building Rapport 61:43
Identify language and behavior to avoid: ending conversations with bad news and unnecessary corrections, and offer alternatives or actions to resolve the problem while preserving rapport with upset customers.
The Embarrassed Customer
Controlling the Calls 11:41
Example 61:11
Controlling the Calls 21:41
Example 70:36
Controlling the Calls 30:46
The Storyteller Customer
De-escalating Conversations 12:29
Develop a de-escalation strategy by proving your expertise and capacity to resolve issues, build trust, and prevent escalation to managers when customers doubt your competence.
Example 81:18
De-escalating Conversations 22:00
De-escalating Conversations 32:09
Show control and build trust by clearly explaining situation, noting policy may not cover transport issue, and outlining next steps—opening a case and delivering results by email with realistic expectations.
De-escalating Conversations 42:00
De-escalating Conversations 53:54
Supporting your Customers Operationally
Customer Demands a Manager

Additional Resources 12:07
Use customizable email, phone, and live chat templates to calm upset customers and improve response consistency. Boost productivity and support new agents with confident, standardized interactions.
Additional Resources 21:05
Access additional resources for managing upset customers through professional training. Enhance your skills with these additional resources in professional training for managing upset customers.
Black Friday Customer Service Crisis – Corporate Simulation Assignment

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

Professional Training for Managing Upset Customers

What you'll learn

Explore related topics

Course content

Introduction1 lecture • 1min

Supporting your Customers Emotionally11 lectures • 33min

Supporting your Customers Operationally22 lectures • 38min

How to Manage Stress and Show Gratitude3 lectures • 12min

Additional Resources2 lectures • 3min

Customer Service Certification Assessment0

Requirements

Description

Who this course is for: