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TrainingBriefs® Diffusing Customer Emotions
TrainingBriefs® Course ID: 2033

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.

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TrainingBriefs® - Diffusing Customer Emotions
eLearning Course

TrainingBriefs® - Diffusing Customer Emotions

eLearning File

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The course will be uploaded to TRAININGFLOW™. Course pricing is based on the total number of learners for the chosen license period (1-3 years). There are volume as well as multi-year discounts available.

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eLearning - Client Hosted $8.00 (Minimum 100 learners)

The course will be packaged for use in YOUR OWN LMS. Course pricing is based on the total number of learners for the chosen license period (1-3 years). There are volume as well as multi-year discounts available.

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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.

More From the Series: No Problem! Serving Others with Respect™

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Category & Details

Also Available as

You’re The Third Person I’ve Talked To! (from No Problem!)
Video Vignettes
You’re The Third Person I’ve Talked To! (from No Problem!)

Topics

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

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