Communicating Effectively with Distressed Customers

Do you argue or engage in debate when interacting with customers? Do you become frustrated when communications fail and complaints start rolling in? Every business has some angry, emotional or difficult customers. Even if most of your customers are happy, there will always be outliers. There are ways we can respectfully engage with customers and diffuse strong feelings.

This training will help you de-escalate a customer’s volatile emotions by responding effectively to their distress. The key skills that will be addressed in this session include careful listening, understanding, making appropriate apologies and taking action. Key strategies will also involve affirming what customers need and providing them assurances.