Course curriculum

  • 1

    Introduction to Customer Service Excellence

    • Serving upset customers with ease

    • Exploring your upset customers learning plan

    • Helping the customer be right
  • 2

    Preventing Customer Anger

    • Creating personal connections with rapport
  • 3

    Serving angry Customer

    • Recognizing your natural instincts

    • Listening with empathy

    • Apologizing effectively

    • Avoiding arguments
  • 4

    Learning From Angry Customer

    • Preserving the relationship

    • Conducting an after-action review

    • Sharing customer feedback
  • 5

    Quiz

    • Quiz