TrainingBriefs® Diffusing Customer Emotions
Calming a Frustrated Customer
You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.
Learning Path & Details
- Personal Performance
- Type: eLearning - TrainingBriefs®
- Audience: General
- Level: Foundational
- Seat Time: 5 Minutes
- Available As: Hosted eLearning, eLearning
Suggested Industry Usage
Competencies
- Creating Customer Loyalty
- Developing High-Performing Work Habits
Learning Objectives
- Know the power of having a positive attitude.
- Learn how to diffuse customer emotions.
- Understand how listening and rapport building place a key role in customer service.
Interactivity
- Audible Narration
- Integrated Video
- Interactions and Activities
- Post-Assessment
Buying Options
Training Files (1)
Type | Time/Pages | Language | ||
---|---|---|---|---|
eLearning Course | – | English | Demo |
Additional Information
Your positive attitude will also help when you reassure the customer that you can help with their problem. The real difference in customer loyalty is YOU.