Customer Service Confrontation and Conflict

Overview/Description
How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

Target Audience
Anyone that wants to develop or refresh their customer service skills

Expected Duration (hours)
1.0

Lesson Objectives

Customer Service Confrontation and Conflict

match common complaint handling mistakes with things you can do to avoid them

recognize how to defuse angry customers and handle their complaints

handle a complaint from an angry customer