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LinkedIn Learning

Working with Upset Customers

via LinkedIn Learning

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Overview

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Learn strategies you can leverage to proactively recognize, de-escalate, and repair situations where a customer has become angry or upset.

Syllabus

Introduction
  • Serving upset customers with ease
  • Exploring your upset customers learning plan
  • Helping the customer be right
1. Preventing Customer Anger
  • Creating personal connections with rapport
  • Avoiding unpleasant surprises
  • Using preemptive acknowledgment
2. Serving Angry Customers
  • Recognizing your natural instincts
  • Listening with empathy
  • Apologizing effectively
  • Avoiding arguments
  • Drawing the line at abusive behavior
3. Learning from Angry Customers
  • Preserving the relationship
  • Conducting an after-action review
  • Sharing customer feedback
Conclusion
  • Putting the work in

Taught by

Jeff Toister

Reviews

4.8 rating at LinkedIn Learning based on 1745 ratings

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