Working With Upset Customers
Does dealing with an upset customer make your heart race and your stomach churn? If so this is an important course for you.
Course Description:
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.
In this course, you’ll learn why customers get upset and how to defuse those situations with an effective apology and action plan for making things right. Then, you’ll learn to spot when customers go too far, so you can protect yourself from abuse.
In this course we will cover:
- Why Customers Get Upset
- Giving an Effective Customer Apology
- Making Things Right
- Responding to an Abusive Customer
As an FSN Service Leadership course you can expect...
- Clear, concise and digestible breakdowns of the topics that remove complexity
- Courses developed by service leaders that have real-world expertise in the course area
- An iterative approach that will build your knowledge quickly and effortlessly as you progress
- Courses that are shaped specifically for service leaders and understand the challenges you face
- Access to your course leader whenever you need it to support you during your learning journey
- Certification towards the FSN Service Leadership program - the industry's first management level certification
Your Course Leader: Kris Oldland
In his role as Editor-in-Chief, Kris speaks to senior service leaders, leading industry focused academics and key solution providers every day and distills the insights he gleans from these discussions into the industry-leading content available on Field Service News.
Prior to his career in publishing Kris was a Quality Service Manager for one of the world’s most iconic hospitality brands and has also developed extensive knowledge in sales, marketing and management across an impressive and varied career working across multiple sectors alongside some of the world’s leading organisations.
This course includes:
- Clear and easily digestible explanations of the critical elements of the topic
- Iterative steps to improve your knowledge quickly and easily
- Access to your course leader to clarify any areas of uncertainty
- FSN Service Leadership Certification
- Learn from anywhere
- Lifetime access to all materials
This course is exclusively available for FSN PRO subscribers. Sign up now and access this and all other FSN Education courses plus access to over 140 premium resources.
