Participants learn that if angry customers are mishandled, they vent their frustration by telling others not to use a company’s services. This potential loss of revenue is especially important in an economy where every customer is important.

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Dealing With Angry Customers: A Guide For Successfully Resolving Conflicts

Working with the public is often a frustrating and difficult responsibility. Dealing With Angry Customers is a focused 4-hour workshop for employees that have direct contact with customers. Participants learn practical methods for resolving conflicts using a proven model to reduce the amount of time, money and resources spent with upset or angry customers.

After completing this workshop, participants will be able to:

Determine the source of conflict and who is the responsible party
Investigate the situation thoroughly using 16 key questions
Respond effectively using 6 methods for diffusing anger
Explore 15 options that encourage compromise or alternative solutions
Communicate a desire to help using active listening skills
Take actions that solve problems using 6 key steps

Participants practice using DIRECT skills with customized case studies and industry specific role-play activities. Employees learn the foundation for effectively dealing with angry customers that begins with the question: “How can I help?”