Customer Service: Handling Abusive Customers

Offered By: LinkedIn Learning

Tags

Customer Service Courses Communication Skills Courses Conflict Resolution Courses

Course Description

Overview

Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Syllabus

Introduction

Handling Abusive Customers
Understanding why customers are abusive

1. Handling an Abusive Customer

Assessing the customer service interaction
Reassuring the customer
Using empathy to show you care
Changing the customer focus
Resolving the customer's issue
Aborting the interaction
Following up with the customer

2. Examples of How to Handle an Abusive Customer

Handling an abusive customer on the phone
Handling an abusive customer in person

Taught by

David Brownlee

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