Description

This course is designed for employees who interact with customers and may need to respond professionally and effectively when customers become angry, upset or dissatisfied. The course explores common reasons why customers may become angry or upset and introduces practical approaches for managing challenging customer interactions. It considers remaining calm and professional, active listening, acknowledging and clarifying concerns, responding with empathy, apologising appropriately and working with the customer to identify a realistic solution. The course also considers taking action and following up on agreed solutions, escalating concerns to managers and following organisational complaints procedures. Learners are introduced to appropriate responses where customer behaviour becomes potentially dangerous, together with strategies for managing stress and seeking support following difficult customer interactions.

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