Handling Confrontational Customers

Course Details

Customer service is one of the most demanding jobs on the planet. You have to be respectful, professional, and helpful, no matter what the situation or who you’re dealing with. This can be hard when you’re dealing with customers who are rude and confrontational, even bordering on abusive!

Adopt good practices to manage angry customers. In this training course, you will discover how to manage an angry customer with the STAR method. You will learn to adapt your response to facts, opinions or emotions. You will follow Sarah, who is leading a project with a client, and see how she reacts to this difficult client.

What you’ll learn

• Guidelines for handling confrontation — whether the person is hurt, angry, or upset.
• Use the STAR method to manage angry customers.
• How to weather customer fury like a pro — without getting upset!