LearnKey Training

Calming Upset Customers Course

Calming Upset Customers Course

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Calming Upset Customers Course

1 Sessions -
1 Hour of Interactive Training

Learn how to deal effectively with angry customers, clients, or colleagues. This carefully designed approach gives you the ability to work through conflicts and remain calm in the work environment. You'll learn how to distinguish between a disturbed and upset customer and how to collaborate with each toward a positive, win-win outcome.

  • Gain skills to maintain composure in difficult situations.
  • Benefit from open communication and conflict resolution.
  • Gain trust from customers when their problems are solved.

About The Author
Rebecca L. Morgan is a people-productivity expert. She has authored three popular books and six audio cassette programs. She's been featured in Sales and Marketing Management, USA Today, National Public Radio, and The Oprah Winfrey Show. Rebecca has earned the designation of Certified Speaking Professional (CSP) which is conferred by the National Speakers Association.

Session 1

Section A: Calming Upset Customers

  • Introduction
  • Course Overview

Section B: Why Customers Get Upset

  • People and Systems
  • Why Customers Leave
  • Avoidable Upsets
  • Key Fact

Section C: Responding to Upset Customers

  • First Impressions
  • Right Words
  • Key Fact

Section D: Calming Your Customers

  • Listening
  • Calming Techniques
  • The Telephone
  • Reaching Agreement
  • Key Fact
  • Customer Satisfaction