Description

How do you handle angry and hostile customers? One of the most difficult and potentially uncomfortable responsibilities of a customer service person is handling angry customers. By following a few simple techniques such as letting the customer express, and showing empathy towards the customer’s situation, you can usually calm down tense situations without any problem.
This course explores typical difficult situations in handling angry customers, including reasons for customer dissatisfaction and things that customer service people should refrain from saying or doing to avoid adding to the customer’s frustration.