Customer Service with Angry Clients

Gain the skills to confidently and gracefully manage challenging customer service situations with our specialised training programme, "Customer Service with Angry Clients,". This course is your ultimate guide to mastering the art of handling difficult customer interactions, transforming conflicts into opportunities for building stronger, more loyal customer relationships.

In today’s fast-paced business environment, providing exceptional customer service is more crucial than ever. Our course empowers you with the skills and strategies needed to effectively manage and de-escalate tense situations. Learn how to maintain composure, communicate empathetically, and find solutions that leave customers feeling heard and valued.

Unlock the Secrets to Handling Angry Clients:

• Master Emotional Intelligence: Develop the ability to recognise and manage your own emotions, as well as those of your customers, to create positive outcomes from negative situations.
• Effective Communication Techniques: Learn how to listen actively, speak calmly, and use language that defuses anger and fosters understanding.
• Problem-Solving Skills: Equip yourself with proven methods for quickly identifying issues and providing effective resolutions that satisfy both the client and the business.
• Stress Management: Gain tools and techniques to manage your own stress levels, ensuring you remain calm and effective under pressure.
• Building Resilience: Cultivate a resilient mindset that helps you bounce back from challenging interactions stronger and more prepared.

• Understanding Anger: Learners will gain insights into anger as an emotion, exploring its causes and effects. They will learn why customers may become angry and how to recognise these emotions early on.
• Managing Stress: The course will teach effective stress management techniques, helping learners stay calm and composed while dealing with challenging customer interactions.
• Setting Objectives: Participants will understand the key objectives when handling angry clients, including resolving issues and maintaining a positive customer relationship.
• Practical Steps: Learners will master a 12-step process for managing anger in customer service scenarios, providing a clear and actionable framework to follow.
• Handling Rude Customers: The course covers specific strategies for dealing with rudeness, helping learners remain professional and courteous even in difficult situations.
• Communication Skills: Through example scripts and real-life scenarios, participants will improve their communication skills, learning what to say and what to avoid to de-escalate anger effectively.

Course Curriculum:

• Module 01: Anger As An Emotion
• Module 02: Dealing With Stress And Key Learning Points
• Module 03: Your Objectives When Dealing With Anger
• Module 04: The 12 Steps To Dealing With Anger
• Module 05: Dealing With Rude Customers
• Module 06: Example Scripts For Angry Customers
• Module 07: Warning Signs And What Not To Do
• Module 08: Poor Customer Service
• Module 09: Preparing Your Organisation

1. Customer service representatives seeking advanced conflict resolution skills.
2. Managers aim to enhance team's customer handling capabilities.
3. Professionals dealing with challenging customer service environments.
4. Individuals interested in improving communication with angry clients.
5. Anyone looking to develop strategies for managing customer complaints.

This course requires a basic understanding of customer service principles. Applicants should demonstrate proficiency in handling customer interactions. An understanding of emotional intelligence and stress management techniques is beneficial.

• Customer Service Advisor
• Retail Supervisor
• Call Centre Team Leader
• Hospitality Manager
• Complaints Handler
• Client Relations Executive

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