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Advanced Difficult Customer Techniques

7 Lessons
10-10 Minutes
0 Quiz Questions

Course Overview


Buckling under the pressure of the difficult customer is a risk every customer service professional must face from time to time. This course teaches the techniques for preventing that risk in every encounter. By first learning the reasons why a customer might be angry, team members learn how to understand their situation and de-escalate the conflict. The 5 modules in this course equip customer-facing employees with the perspective, skills, and motivation to truly understand their customer’s situation and help them with the right solution. Use this course so to help your customer service and sales teams acquire the skills to develop their emotional intelligence and remain calm, professional, and positive during difficult encounters in their work and personal lives.

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Advanced Difficult Customer Techniques thumbnails on a slider
Advanced Difficult Customer Techniques thumbnails on a slider
Advanced Difficult Customer Techniques thumbnails on a slider

    Key Audience


    Customer service personnel throughout the company

    Course Topics


    Introduction
    Understanding The Emotions
    Distraction And Coping Techniques
    Reasons People Become Upset
    De-escalation Techniques
    Managing Upset Customers
    Recap

    Workplaces


    Not Specified

    Course Detail


    Course ID
    lplnadcu_vod

    Time

    10-10 Min
    Questions
    0

    Languages

    en

    video format

    HD

    captions

    No

    Resources

    Yes

    Lessons

    7

    Remediation

    Yes

    Bookmarking

    Yes

    Feedback

    Yes

    Microlearning

    no