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Customer Service: Handling Abusive Customers

via LinkedIn Learning

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Overview

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Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Syllabus

Introduction
  • Handling abusive customers
  • Understanding why customers are abusive
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
  • Ending the customer 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
Conclusion
  • Confidently deal with abusive customers

Taught by

David Brownlee

Reviews

4.8 rating at LinkedIn Learning based on 1109 ratings

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