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.

Learning Topics

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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