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...

Picture of Your Course Leader: Kris Oldland

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:

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