Dealing with Angry or Rude Customers

Dealing with Angry or Rude Customers, available at $39.99, has an average rating of 4.65, with 9 lectures, based on 16 reviews, and has 44 subscribers.

You will learn about The nature and causes of anger as an emotion The objectives when dealing with an angry customer How to prepare their organisation for dealing with angry customers Appropriate customer service metrics 12 steps to deal with an angry customer Questions and short scripts to try to help a customer bring their anger under control Why a customer might be rude, and how to deal with that rudeness How to manage the stress of dealing with angry or rude customers This course is ideal for individuals who are Customer service staff or Managers and management trainees or Any individual who deals with the public or Students of business or management It is particularly useful for Customer service staff or Managers and management trainees or Any individual who deals with the public or Students of business or management.

Enroll now: Dealing with Angry or Rude Customers

Summary

Title: Dealing with Angry or Rude Customers

Price: $39.99

Average Rating: 4.65

Number of Lectures: 9

Number of Published Lectures: 9

Number of Curriculum Items: 9

Number of Published Curriculum Objects: 9

Original Price: $19.99

Quality Status: approved

Status: Live

What You Will Learn

The nature and causes of anger as an emotion
The objectives when dealing with an angry customer
How to prepare their organisation for dealing with angry customers
Appropriate customer service metrics
12 steps to deal with an angry customer
Questions and short scripts to try to help a customer bring their anger under control
Why a customer might be rude, and how to deal with that rudeness
How to manage the stress of dealing with angry or rude customers

Who Should Attend

Customer service staff
Managers and management trainees
Any individual who deals with the public
Students of business or management

Target Audiences

Customer service staff
Managers and management trainees
Any individual who deals with the public
Students of business or management

If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This course will help you manage those stressful situations and support the customer as best you can.

Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases a customer’s anger or rude behaviour may be driven by the failings of your organisation or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact.

In this course we look at anger in a customer service situation and how to deal with it. We review the nature and causes of anger; we look at how poor customer service can cause anger and what you can do to prepare your organisation to deal with anger. We cover the warning signs for anger and present a 12 step approach to dealing with an angry customer. We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points.

I hope you find the course helpful.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Anger as an Emotion

Lecture 2: Your Objectives when dealing with Anger

Lecture 3: Poor Customer Service

Lecture 4: Preparing your Organisation

Lecture 5: Warning Signs and What Not to Do

Lecture 6: The 12 Steps to Dealing with Anger

Lecture 7: Example Scripts for Angry Customers

Lecture 8: Dealing with Rude Customers

Lecture 9: Dealing with Stress, and Key Learning Points

Instructors

Ross Maynard
Process Improvement Specialist

Rating Distribution

1 stars: 0 votes
2 stars: 0 votes
3 stars: 1 votes
4 stars: 7 votes
5 stars: 8 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

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Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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