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About This Course

Who this course is for:

  • Business owners
  • Entrepreneurs
  • Those who work in customer service

What you’ll learn: 

  • Understand the nature and causes of anger as an emotion
  • Consider your objectives when dealing with an angry customer
  • Help prepare your organisation for dealing with angry customers
  • Identify appropriate customer service metrics 
  • Work through a series of steps to deal with an angry customer
  • Use questions and short scripts to try to help a customer bring their anger under control
  • Consider why a customer might be rude, and how to deal with that rudeness
  • Understand how to manage the stress of dealing with angry or rude customers

Requirements:

  • No prior knowledge is required to take this course

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.

Our Promise to You

By the end of this course, you will have learned to deal with angry customers.

30 Day Money Back Guarantee. If you are unsatisfied for any reason, simply contact us and we’ll give you a full refund. No questions asked.

Get started today and learn more about angry and rude customers.

Course Curriculum

Section 1 - Introduction And Course Lessons
Anger As An Emotion 00:00:00
Your Objectives When Dealing With Anger 00:00:00
Poor Customer Service 00:00:00
Preparing Your Organisation 00:00:00
Warning Signs And What Not To Do 00:00:00
The Twelve Steps To Dealing With Anger 00:00:00
Example Scripts For Angry Customers 00:00:00
Dealing With Rude Customers 00:00:00
Dealing With Stress, And Key Learning Points 00:00:00
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