More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course reveals proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.
Topics include:
Listening with empathy
Helping the customer be right
Preserving the relationship
Learning from angry customers
Passing along complaints
Replacing trigger words


https://www.lynda.com/Business-Skills-tutorials/Working-Upset-Customers/191340-2.html