Customer Service

Dealing with upset customers can be stressful—but it’s also an opportunity to turn frustration into loyalty. This course equips you with practical strategies to defuse tension, respond with empathy, and resolve issues effectively. You’ll learn:<ul style="margin-top: 0in;"><li style="">Why customers get upset and the five most common triggers, from product problems to external pressures.</li><li style="">How to stay grounded under pressure and maintain professionalism—even when emotions run high.</li><li style="">The power of a sincere apology and how to phrase it effectively without sounding dismissive.</li><li style="">Techniques to express empathy, validate feelings, and rebuild trust.</li><li style="">Steps to make things right, including asking what the customer wants, offering solutions, and taking action.</li><li style="">How to handle abusive behavior with confidence, protect your well-being, and know when to end the interaction.</li><li style="">A nine-step process for turning negative experiences into positive outcomes. </li></ul>By the end of this course, you’ll have the tools to calm upset customers, resolve issues quickly, and create memorable experiences that strengthen relationships—even in the toughest situations.

Get a step-by-step action plan to turn unhappy customers into satisfied ones.

Defuse and Deliver: Strategies for Upset Customers

Unlimited

race2train

Primary Menu

System Defaults

Primary color

Primary color hover

Heading text color

Body text color

Banner text color

Primary button text color

Primary button text hover color

Secondary button background color

Secondary button background hover color

Secondary button text color

Secondary button text hover color

Navbar item background color

Navbar item text color

Navbar item text hover color

Defuse and Deliver: Strategies for Upset Customers

Kristy Donnelly

Course Description