Course description
Calming Upset Customers
When a customer is upset with your company, you are presented with the ultimate opportunity. You can “become the company,” defuse the situation, win the customer over, deal with customer service nightmares, and ensure continued business. There is no single technique for every customer, but the collection of skills outlined in this course will work in any industry.
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Upcoming start dates
Suitability - Who should attend?
Target Students
This course is intended for customer service representatives and any client-facing employee who deal customers.
Outcome / Qualification etc.
Upon successful completion of this course, students will be able to:
- understand the importance of calming upset customers
- avoid upsets
- prevent behaviours that irritate others
- practise behaviours that calm customers
- create an environment for customer satisfaction
Training Course Content
Lesson 1: The Importance of Calming Upset Customers
- Topic 1A: Customer Satisfaction: Everyone's Job
- Topic 1B: Upset Customers Don't Come Back
- Topic 1C: You Want Customers to Complain
- Topic 1D: A Customer Is...
- Topic 1E: Assessing Yourself
Lesson 2: Why Customers Get Upset
- Topic 2A: Start by Looking for the Cause
- Topic 2B: Avoidable Upsets
- Topic 2C: Listening and Returning Calls
Lesson 3: Preventing Behaviours That Irritate Others
- Topic 3A: Personal Presentation
- Topic 3B: Nonverbal Communication
- Topic 3C: Words That Make a Difference
Lesson 4: Practicing Behaviours That Calm Customers
- Topic 4A: Take Action to Reverse Anger
- Topic 4B: Ten Steps for Dealing with an Upset Customer
- Topic 4C: Case Studies
- Topic 4D: After the Customer Has Gone
Lesson 5: Tips for Managers
- Topic 5A: Creating an Environment for Customer Satisfaction
- Topic 5B: Using this Book for a Staff Meeting
Course delivery details
Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities
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Training at 15 locations, Your Office or Live Virtual
Expenses
Course fee: £228.00 + VAT