Description

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The Handling Angry and Upset Customers eLearning course provides learners with an understanding of how to respond professionally and constructively when dealing with customers who are angry, upset or dissatisfied.

The course explores common reasons for customer frustration, how emotions can influence interactions and practical techniques for communicating effectively in difficult situations. Learners will consider how active listening, empathy, questioning and appropriate problem-solving can help manage customer concerns, reduce tension and work towards an appropriate resolution.

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Who Should Attend?

• Customer service and client-facing employees.
• Retail, hospitality and service-based personnel.
• Reception and front-of-house employees.
• Sales and administrative personnel.
• Employees who handle customer enquiries, concerns or complaints.
• Managers and supervisors responsible for customer-facing teams.
• Anyone who may need to manage difficult or emotional customer interactions.

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What You Will Learn

• Common reasons why customers may become angry or upset.
• Understanding how emotions can affect customer interactions.
• Recognising signs of frustration, dissatisfaction or escalating behaviour.
• Maintaining a calm and professional approach.
• Avoiding taking customer anger personally.
• Using active listening to understand the customer's concerns.
• Demonstrating appropriate empathy and understanding.
• Asking effective questions to clarify the issue.
• Communicating clearly and respectfully.
• Using appropriate verbal and non-verbal communication.
• Avoiding language and behaviours that may unnecessarily escalate a situation.
• Managing customer expectations appropriately.
• Identifying the underlying issue or concern.
• Exploring appropriate solutions and available options.
• Explaining decisions or limitations clearly and professionally.
• Setting appropriate boundaries when behaviour becomes unacceptable.
• Recognising when an issue should be referred or escalated.
• Knowing when to disengage or seek assistance if an interaction becomes unsafe.
• Following through on agreed actions.
• Recording and reporting significant customer interactions where required.
• Following organisational customer service and complaints procedures.
• Maintaining positive and professional customer relationships following difficult interactions.

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Course Delivery

This course is delivered as self-directed eLearning through the ELMO learning platform.

Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.

Interactive activities may be included throughout the course to reinforce key learning points.

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Assessment

Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.

A minimum score of 70% is required to successfully complete the course.

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Certification

Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.

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Course Duration

The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.

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