TrainingBriefs® Diffusing Customer Emotions
TrainingBriefs® Course

TrainingBriefs® Diffusing Customer Emotions

5 Minutes Level: Foundational

Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

Target Audience: General
Language: English

Sales & Service

Features

  • Audio Narration
  • Video
  • Post-Assessment

Learning Objectives

  • Know the power of having a positive attitude.
  • Learn how to diffuse customer emotions.
  • How a positive attitude helps when working through customer issues.

Description

You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

Your positive attitude will also help when you reassure the customer that you can help with their problem. The real difference in customer loyalty is YOU.

Industry Settings

  • Healthcare
  • Industrial & Manufacturing
  • Office & General
  • Retail

Compatibility Notes

  • Supports iPhone & iPad App: TrainingFlow™ App on iOS devices
  • Supports Android App: TrainingFlow™ app on Android devices
  • Supports Current Browsers: Chrome 60+, Firefox 60+, Safari 12+, Edge 16+


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