Telephone Doctor Customer Service: 12. How to Handle the Irate Customer

This high-impact training course delivers active ingredients to help reduce stress and properly handle irate and angry customers. Providing service to a customer who has become emotional is a complex issue. In order to be successful in handling these situations, specific skills and tools are required. The purpose of this program is to identify processes by which to handle emotional customers while keeping control of your own emotions. Participants who have successfully completed this course will be able to: Visualize the dynamics involved in emotional situations, apply the proven four-step process to handle irate customers and helps guide the issue to a resolution, understand the process for escalating a situation when needed, apply the technique to regain control of the conversation if the customer uses abusive language and understand how offering excuses affects a complaint situation. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, customer service agents, associates, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, technical support and other customer facing team members.

Learning objectives:

• Utilize a 4-step process to address emotional customers in a calm, professional manner. Realize that the customer is upset at the situation and not at you. Determine how to handle abusive customers and the process for de-escalating these situations. Deliver the customer solutions rather than offering excuses