From the course: Customer Service: Handling Abusive Customers
Handling Abusive Customers
From the course: Customer Service: Handling Abusive Customers
Handling Abusive Customers
- Most people in customer service, either face to face or on the phone, will have experienced or come into contact with abusive customers at some point. This can be very difficult, even scary. But it's more important now than ever for you to have the skills necessary to deliver a world-class customer service experience and know how to diffuse a heated situation or even get out of it safely and quickly. In this course, we will dig through the reasons why customers are abusive. I'll walk you through the seven key steps to handling an abusive customer, from assessing the situation and changing the customer focus to resolving the customer issue and following up. Last, watch real life examples and discover how you can deal with these situations professionally and with confidence. It's an important skill to master, and it's easier than you may think. So if you're ready, let's get started.
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