Email Matters: Handling Irate Customers

How to properly handle and defuse upset and irate customers. The goal of this course is to help trainees learn how to separate themselves from the thing the customer is upset about, discover some techniques for defusing and satisfying the customer and also to help them know when it’s best to abandon email and talk to the customer directly.

Learning objectives:

• Demonstrate an understanding that it is not a personal attack when a customer sends an angry email message. He is mad at a situation – not at you personally
• Demonstrate an understanding of the Telephone Doctor® ASAP Technique for dealing with irate customers
• Demonstrate an understanding of when an customer’s problem might best be dealt with by way of a phone call rather than email