Skill Level Beginner
- Most people in customer service, either face-to-face or on the phone, will have experienced or come into contact with abusive customers at some point. This can be very difficult, even scary. But it's more important now than ever for you to have the skills necessary to deliver a world-class customer service experience and know how to diffuse a heated situation, or even get out of it safely and quickly. Hi, I'm David Brownlee, the CEO of the Pure Customer Service training company and author of Rock Star Service, Rock Star Profits.
In this course, we will dig through the reasons why customers are abusive. I'll walk you through the seven key steps to handling an abusive customer, from assessing the situation and changing the customer focus to resolving the customer issue and following up. Last, watch real-life examples and discover how you can deal with these situations professionally and with confidence. Today's environment is ever-changing, from face-to-face and phone interactions to online review sites and social media.
There are more outlets than ever where you will encounter abusive customers. So the question becomes, how do you deal with abusive customers and still deliver a world-class customer experience? It's an important skill to master and it's easier than you may think. So if you're ready, let's get started.