Lynda - Working with Upset Customers

Size: 389MB | Duration: 0h 55m | Video: AVC (.mp4) 1280x720 30fps | Audio: AAC 48KHz 2ch

Genre: eLearning | Level: Appropriate for all | Language: English

More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before

and

after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

Topics include:

* Listening with empathy

* Helping the customer be right

* Preserving the relationship

* Learning from angry customers

* Passing along complaints

* Replacing trigger words