How to deal with an upset customer – Great Customer Service

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction: It's business, not personal

Chapter 2: What to do when a customer isn't happy

Lecture 1: How to respond to an upset customer

Lecture 2: Respond to a complaining customer quickly

Lecture 3: Really listen to your customer

Lecture 4: How to apologize when you screwed up.

Lecture 5: How to react to a negative online review.

Lecture 6: In An Era of Social Media Critics You Must Find a Way to Negotiate Happiness

Lecture 7: Introduce yourself to an upset customer

Lecture 8: Look for consistent areas of problems

Lecture 9: Too many surveys can be a headache for your customers.

Lecture 10: Not every customer is going to love you.

Lecture 11: Sometimes you need to fire your customer.

Lecture 12: What to do if your customer gets nasty.

Lecture 13: Don't respond in kind to an upset customer

Lecture 14: Your customer does not care about your problems.

Lecture 15: How did you react when you got bad service?

Lecture 16: Don't take negative customer feedback personally

Lecture 17: How should you react to an upset customer?

Lecture 18: Understand where your upset customer is at this moment

Lecture 19: Don't use hedging language when dealing with an upset customer

Lecture 20: Get both sides of the story when it comes to a complaining customer

Lecture 21: Keep your customer informed

Lecture 22: Be empathetic to a complaining customer

Lecture 23: Here's what empathy is not

Lecture 24: Thank customers for complaining

Lecture 25: Don't blame customers for your own failings

Lecture 26: Don't overly compensate an upset customer

Lecture 27: Don't make promises you can't keep

Lecture 28: Get to the point when dealing with an upset customer

Lecture 29: Ask smart questions to a complaining customer

Lecture 30: Practice dealing with an upset customer

Lecture 31: Always acknowledge a customer's distress

Lecture 32: You may have to fire your customer

Lecture 33: Don't take it personally

Lecture 34: Is it every okay to hang up on a customer?

Lecture 35: Verbally repeat the customers complaint.

Lecture 36: Always follow up with an upset customer

Lecture 37: Should you ever send an upset customer to a competitor?

Lecture 38: What to say and not say to an upset customer

Lecture 39: Ask for feedback from an upset customer

Lecture 40: It's not what you say, it's what they hear.

Lecture 41: How could I screw this up?

Lecture 42: The COSTCO way of pleasing customers

Lecture 43: Use role playing to train your team to deal with an upset customer

Lecture 44: Make sure you truly understand what your upset customer is saying

Lecture 45: Empower your upset customer

Lecture 46: Don't lose touch with your customer

Lecture 47: Best business advice: Pay attention

Lecture 48: About me

Chapter 3: Best business (and life) advice

Lecture 1: What is your company's purpose and why it matters.

Lecture 2: Create your own personal board of directors

Lecture 3: No one likes being fired

Lecture 4: How to handle resistance to change.

Lecture 5: Daily questions to ask yourself

Lecture 6: Ask and answer your own questions

Lecture 7: What would you risk to reach your goals?

Lecture 8: How to achieve your hardest goals

Lecture 9: Make sure people understand you.

Lecture 10: Make a winners presentation

Lecture 11: Tell your stories with conviction.

Lecture 12: Make your LinkedIn profile shine

Lecture 13: Use the power of your voice

Lecture 14: Look like a winner

Lecture 15: Who is in your power circle?

Lecture 16: What's the one thing you can do to be better.

Lecture 17: How to make smart decisions and stop making dumb ones

Lecture 18: The Power of the business card

Lecture 19: Be accurate

Lecture 20: How to persuade anyone

Lecture 21: Three reasons you are not achieving your goals.

Lecture 22: It's business, not personal

Lecture 23: The business benefits of being a smart observer

Lecture 24: Great coaches help clients to be outstanding listeners

Lecture 25: How could I screw this up?

Lecture 26: Don't make promises you can't keep

Lecture 27: Create your own personal board of directors

Lecture 28: How did you become great?

Lecture 29: Sell with stories

Lecture 30: Don't be a slave to the question

Lecture 31: Don't be boring in a job interview

Lecture 32: Bring up the bad news before your job interviewer does.

Lecture 33: Bad assumptions can kill a business relationship

Lecture 34: Be a problem solver

Lecture 35: Should you ever send a customer to a competitor?

Lecture 36: Time is your biggest enemy

Lecture 37: What changes would you make in your life and business?

Lecture 38: Charisma is overrated

Lecture 39: Be a trends forecaster in your field

Lecture 40: How older workers can ace a job interview

Lecture 41: You are what you wear

Lecture 42: Don't be a prisoner of perfectionism

Lecture 43: How to be your own best coach

Lecture 44: How to persuade anyone

Lecture 45: How to pitch to a venture capitalist