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  • how to handle angry customers

    Performance: Handling Angry Customers

how to handle angry customers

In this module, you'll find out how to handle angry customers more effectively. You'll consider the main reasons why customers get angry and how to avoid making the situation worse. You will also explore some of the tips and techniques you can use to reduce the intensity of customer ire and what steps to take to resolve the situation.

Finally, you'll have the opportunity to apply what you've learned to a specific scenario.


Learning Objectives
  • Identify the reasons why customers get angry
  • Appreciate the risks when customers are angry
  • Recognise the key steps when handling angry customers
  • Take appropriate action to successfully handle angry customers

Course Contents
  1. Scenario: Tom's Tirade
  2. When a Customer Gets Angry
  3. Why a customer could get angry
  4. Prevention is better than cure
  5. Understanding the risks
  6. What are the warning signs?
  7. Exercise: Identifying the warning signs
  8. Responding to angry customers
  9. The ASAP Technique
  10. Exercise: The four-step approach
  11. Example: Applying the ASAP technique
  12. Giving customers 'the run-around'
  13. The Golden Rules When Handling Angry Customers
  14. Exercise: Responding positively
  15. Avoid going on the offensive
  16. Dealing with Abusive Language
  17. Checklist: Handling abusive language
  18. Dealing with Threatening Behaviour
  19. Additional protective measures
  20. Checklist: Protecting yourself from violent customers
  21. Complaints and Record Keeping
  22. Checklist: Complaints and record keeping
  23. Tom's Tirade: Revisited
  24. Question 1: Leah apologises
  25. Question 2: Leah's next steps
  26. Question 3: Leah explains
  27. Question 4: Step 3 of the ASAP technique
  28. Question 5: Tom is incensed
  29. Question 6: Leah's action
  30. Question 7: Recognising good practice
  31. Question 8: Leah's records
  32. Summary
  33. Assessment
Specification
Feature Description
Duration Approximately 20 minutes
Audience Suitable for all staff - examples and interactivities designed for staff at all levels
Prerequisites No previous knowledge or experience required
Design SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via client style sheet
Assessment Ten-question assessment
Test-out Ability to offer optional test-out, whereby users can choose to skip the course content and complete the learning assignment simply by passing the assessment
Deployment AICC and SCORM 1.2-compliant, suitable for both hosted and deployed SCORM or AICC
Compatibility All Windows, Mac OSX, iOS, Android (Flash-free for mobile compatibility)
Tailoring Fully customisable on Skillcast Portal CMS
Translation Pre-translated versions not available, but all text content can be exported for translation into all languages
Localisation Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary
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