Course Details

Professional Course on Angry Customer Handling is conducted here. Interactive classes packed with real-time strategies for calming down & soothing angry customers are provided to the students. Detailed course materials are given.

Course fundamentals:

• Understand the Psychology of “Why”, “When” and “How” customers get angry
• Recognise situations that can cause frustration for customers, and seek ways to minimise the issues
• Realise the importance of maintaining a good emotional state when dealing with angry clients
• Develop awareness of how to objectively assess the situation and separate the customer from their behaviours
• Master four easy-to-use strategies to always calm down an angry client
• Understand the importance of both verbal and non-verbal communication in tough situations
• Learn to regain control of the conversation if the customer uses bitter or abusive language
• Become aware of how “Excuses” can further escalate the situation