Handling Angry and Upset Customers

Course Overview

Staff members who serve customers will probably encounter angry and upset individuals at some point in time. How they respond can make the difference between a customer who feels satisfied and one who will never want to do business with the organisation again.

This course has therefore been designed to develop learners' understanding of how to respond to angry and upset customers. It also looks at how to manage stress after dealing with these types of customers.

Key Content

• The importance of customer service;
• Why customers become angry or upset;
• Remaining calm;
• Practising active listening;
• Being responsive;
• Apologising;
• Responding to potentially dangerous situations;
• Presenting a solution;
• Taking action and following up;
• Managing stress;
• The organisation's Complaints Policy and Procedures.

Learning Outcomes

At the completion of this course, learners should be able to:

• Recognise the importance of customer service;
• Explain why customers become angry or upset;
• Identify how to respond to angry and upset customers;
• Discuss ways to manage stress;
• Recognise the contents of the organisation's Complaints Policy and Procedures.