Managing angry customers

Topics include: Customer service, Problem solving and Communication skills.

20 minutes

12 months access

Unlimited replays

Digital certificate

In this short 10 minute course we will explore how to best manage these types of customers and achieve a successful resolution utilising proven skills and techniques.

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If you work with customers, it’s probable that you will eventually encounter someone who is frustrated and potentially angry. In this short 10 minute course we will explore how to best manage these types of customers and achieve a successful resolution utilising proven skills and techniques.

  • Understand the concept and benefits of adult-adult interactions in customer service for effective problem resolution
  • Utilise skills to avoid parent / child responses and instead guide customer interactions through positive language and guidance
  • Learn techniques to remain calm and composed in challenging situations, preventing emotional responses during customer interactions
  • Implement a systematic approach to follow up on complaints thoroughly, ensuring complete resolution and customer satisfaction

  • Managing angry customers

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Rochdale Borough Council

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Trafford Council

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Force Transformation Lead,
Northumbria Police

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GMCA

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Mosaic Business Analyst

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National Museums of Liverpool

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CEO,
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Mark Davies
Director of People,
National Museums of Liverpool

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