How you handle emotional and upset customers when an issue does arise can make the difference between gaining an advocate for the business or losing a customer.
Many businesses have seen a steady rise in complaints and unhappy customers due to ever increasing customer expectations. It is more important than ever to equip your staff to handle these people without causing more upset.
Training your customer service staff to handle upset customers with empathy, confidence and professionalism will make your business stand out from your competitors.
Handling Upset Customers is an interactive training course suitable for anyone who is looking to develop their skills and confidence in understanding and handling upset and angry customers.
The course has been designed to equip your staff with the necessary skills and resilience to manage upset customers in a calm, confident and professional manner, to ease the situation and allow the customer to be heard with empathy.
After attending the Handling Upset Customers training, delegates will:
Understand why customers complain
Identify and manage the needs of an upset customer
Learn how to communicate empathically with an upset customer
Know how to manage their own personal reactions and responses to challenging situations
Gain skills and techniques to restore damaged customer relationships
Handling Upset Customers can be delivered in-house with between 1 and 16 delegates. Every delegate will receive a workbook, certificate of completion, and leave with key points of action to implement what they have learned when they are back in their daily role.