In this course we look at anger in a customer service situation and how to deal with it.
If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can.
Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact.
In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points.
I hope you find the course helpful.
Business author and consultant, specialising in performance measurement and improvement
I am a Fellow of the Chartered Institute of Management Accountants in the UK and work as an author of business courses and a process improvement consultant. I have over 30 years' experience and live near Stirling in Scotland, with my wife, daughter and Cocker Spaniel. I aim to make my courses accessible and understandable. My courses focus on business topics including KPIs, performance measurement, approaches to business improvement, Agile and Lean. I hope you enjoy my courses.
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