How to handle cranky customer problems
4.5 (2 ratings)
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How to handle cranky customer problems

How to respond professionally even in situations where the people around you are freaking out.
4.5 (2 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
5 students enrolled
Created by Jennifer Hancock
Last updated 9/2016
English
Current price: $10 Original price: $20 Discount: 50% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1 hour on-demand video
  • 1 Article
  • 1 Supplemental Resource
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Respond to problems in a way that will actually help
  • Stand your ground while still being compassionate
  • Avoid getting drawn into other people's drama
View Curriculum
Requirements
  • There are no prerequisites for this course
Description

Without customers, we don’t have a business. But what can or should we do if one of our customers is cranky?

Learn why people behave how they do and how you can respond so that you can be happier and more effectively help solve your customer’s problems without getting drawn into their drama, whatever that is.

This program is based on behavioral psychology and discusses how your responses impact your customer so that you can choose a response that will help you stand your ground while still being compassionate about your customer’s problem. This is especially useful if you are an entrepreneur and your customers

The goal of this program is to help you learn how to use the science of behavior to respond professionally even in situations where the people around you are freaking out.

This course consists of several video lessons & a transcript of the lecture. It takes a little more than 45 minutes to complete. 

If you want to learn how to not get drawn into other people’s drama and improve outcomes for yourself and your customers, take this course. 

Who is the target audience?
  • Sales professionals
  • Customer relationship professionals
  • Entrepreneurs
  • Conflict Coaches
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Curriculum For This Course
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How to handle cranky customer problems using behavioral science!
4 Lectures 47:01

Welcome to the course. This short video will orient you to what we will cover and to me as your instructor

Preview 02:35

Knowing how & why you respond the way you do helps you to NOT respond negatively when negativity is thrown at you. An amazing thing happens when you can control your response. And that is that the person who best controls their response, controls the dynamic! 

Preview 14:32

Interpersonal interactions are like a dance.  People trade responses back and forth.  In the case of a cranky customer, they are being cranky and you are responding to their crankiness and they are responding to how you responded to them. Understanding that your response will have an impact on how the other person responds is the key to interpersonal enlightenment! 

Unit 2: Understanding Your Response
17:54

Remaining calm is a skill that has to be practiced. Being calm is not something you can fake. If you just can’t respect someone, pity them instead and try to think of them compassionately. What you may just find is that when you stop treating them as if they are a threat to you or that you hate them, they will stop responding to you as if you are a threat! 

Unit 3: Examples & A Reminder: You Can't Fake This
12:00
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Bonus Lecture
1 Lecture 00:20

This bonus lecture contains additional materials - links to more learning and links to other classes taught by the instructor - Jennifer Hancock

Links to additional Learning & Discounts on Jennifer's Other Courses
00:20
About the Instructor
Jennifer Hancock
4.4 Average rating
126 Reviews
2,543 Students
5 Courses
Humanist

Jennifer Hancock is a mom, author of several books and founder of Humanist Learning Systems. She is considered one of the top speakers and writers in the world of Humanism today and specializes in programs involving applied behavioral techniques focusing primarily on how to stop bullying and harassment using science. Her insights on how to combine philosophy and science to help solve our problems more effectively have helped countless people all over the world.