Customer Service: Handling Abusive Customers Online Class

Description

In this course, you will :

• Join customer service expert and author of Rock Star Customer Service David Brownlee as he shares real-life examples and actionable steps that can help you confidently handle abusive customers in a variety of contexts.
• After completing this course, you will be able to formulate a plan of action and navigate difficult customer service interactions with poise and professionalism.

Syllabus :

1. Handling an Abusive Customer

• Assessing the customer service interaction
• Reassuring the customer
• Using empathy to show you care
• Changing the customer focus
• Resolving the customer's issue
• Aborting the interaction
• Following up with the customer

 

2. Examples of How to Handle an Abusive Customer

• Handling an abusive customer on the phone
• Handling an abusive customer in person

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