Working With Upset Customers (1 CPE)

Does dealing with an upset customer make your heart race and your stomach churn? If so, you’re not alone. It’s easy to lose our composure or feel flustered when we encounter someone who is unsatisfied, unhappy, or just plain difficult.

But as challenging as emotional customers are, they’re simply a fact of life in customer service. After all, customers don’t typically reach out when things are going well. They need help when there’s a problem or an unmet expectation—and that, understandably, can feel upsetting.

Learning Objectives

In this course, you will:

• Understand the common reasons customers become upset and how to respond with an effective apology.
• Learn to create action plans that resolve issues and restore customer satisfaction.
• Recognize when customers cross the line, and develop strategies to protect yourself from abusive behavior.

Duration: 1 hour (approximate)
CPEs Available: 1
Knowledge Level: Basic
Category: Professional Skills
Prerequisites: None