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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.

When it comes to serving customers or clients, you will eventually experience a situation in which one or more are not happy. It's how you react in those types of situations that impacts the perception the customer has about the level of service they are experiencing.

Workplace bullying, also known as abusive conduct, can have devastating effects on both organizations and individuals. We are hearing more and more about bullying – so much so, that several states have legislation outlawing bullying – even categorizing it as a legal issue.

Customers get rude or angry for a variety of reasons—some justified, some not. And it’s very likely you’ll encounter rude or angry individuals at one time or another. It’s how you respond that can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronize our business again. This course explores strategies for dealing with an irate customer.

An inclusive workplace is one that discourages gossip and malicious rumors. The fact that the conversation took place in the workplace means that those impacted by it have a right and a responsibility to respond.

Dealing with attitude issues is a common problem for managers. Negative attitudes not only impact the company’s bottom line performance, but co-workers, the culture, the company, and customers as well.

As a manager or supervisor, you manage multiple priorities and shifting deadlines on a daily basis. How you listen and respond to your team may or may not be your best example of good leadership skills.

When it comes to customer service during the workday, it’s best to remember that we are ALL responsible for customer service. Our internal customers – members of our department or other departments – are just as important as our external customers.

The acceptance of gifts, services, and hospitality can leave an organization vulnerable to accusations of unfairness, partiality, deceit, or even unlawful conduct. This is one of many ethical issues that come up in the workplace.

Great customer service means putting your heart into everything you do. It’s about making customers feel valued. We all must take an active role in creating a customer-centric workplace.