How to deal with an upset customer - Great Customer Service

Learn Advanced Customer Service Strategies and Tactics to Turn Your Upset Customers into Raving Fans

4.51 (327 reviews)
Udemy
platform
English
language
Communications
category
instructor
How to deal with an upset customer - Great Customer Service
4,428
students
2.5 hours
content
Jun 2023
last update
$49.99
regular price

What you will learn

How to listen to what's really bothering your customer.

Is your customer angry at you or just angry?

The importance of remaining calm when your customer is upset.

When to compensate your upset customer.

The benefit of customer complaints

Description

How to deal with an upset customer - Great Customer Service
Learn Advanced Customer Service Strategies and Tactics to Turn Your Upset Customers into Raving Fans


Chances are no matter what business you are in, you will have to deal with a customer who is not happy. You will need  the tools, techniques, and attitude that will turn a dissatisfied patron into a satisfied one.

This course will teach you to pay attention to your dissatisfied customer and to listen to what they are saying and what they truly want. 

It is vitally important that you put yourself in the position of your unhappy client. Was your response to their complaints timely and respectful? Did they feel heard and understood? Were you able to resolve their issue? Has more than one customer brought a similar complaint to you?  Is there a pattern? Do customers always tell the truth about what went wrong?

How or when should you compensate a complaining client? What do they really want? Sometimes an acknowledgment of their concern and apology is all that is needed.

Were the terms of your deal clear to your customer?

When should you take the side of your employee over a customer? Some times the customer is wrong. You will be a hero with your employees if you support a colleague over an abusive customer.

Is it ever a good idea to fire a customer? Sometimes complaining consumers are more trouble than they are worth.

It's time to upgrade the customer service for your organization. Turn upset customers into loyal fans. Enroll now.



Content

Introduction

Introduction: It's business, not personal

What to do when a customer isn't happy

How to respond to an upset customer
How to apologize when you screwed up.
How to respond to a negative online review.
In An Era of Social Media Critics You Must Find a Way to Negotiate Happiness
Too many surveys can be a headache for your customers.
Not every customer is going to love you.
Sometimes you need to fire your customer.
What to do if your customer gets nasty.
Your customer does not care about your problems.
Don't take negative customer feedback personally
How did you react when you got bad service?

Best business (and life) advice

What is your company's purpose and why it matters.
No one likes being fired
How to handle resistance to change.
Tell your stories with conviction.
How to make smart decisions and stop making dumb ones

Reviews

Devendra
August 27, 2023
It is a conversation, not a training. Lot of room for improvement. Even though, some important points covered. This is like a youtube video. Few good points.
Bridgitte
July 18, 2023
I truly learnt so much form this course, i am in the service industry at the moment , i have encounted most of the sernario`s he spoke about, there are now extras i can apply.
Ignacio
March 1, 2023
Well exposed. Direct to the point. Very useful. To be improved: 1. Please do not touch the mic with the noisy papers. 2. Why is last lesson so abrouptly interrupted?
Haruna
February 25, 2023
The course is top-notch. It has some points on how to relate well with your customers especially the unhappy ones.
Tomi
February 22, 2023
Great course! I have learned lots of valuable tips from an experience instructor. Thanks again for the course.

Coupons

DateDiscountStatus
2/25/2023100% OFF
expired
3/27/2023100% OFF
expired
3/28/2023100% OFF
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5/15/2023100% OFF
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Enrollment distribution

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5135290
udemy ID
2/3/2023
course created date
2/25/2023
course indexed date
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