Dealing with Angry or Rude Customers

Skills and Techniques for Handling Most Customer Situations

Created by: Dragos Iliescu
Trainer & Instructional Designer

What Will I Learn?

• Learn what skills you need to have in order to handle angry customers
• Learn about the stages of handling an angry customer
• Understand the principles of communicating effectively
• Learn dozens of specific techniques for different types of customer interactions

Requirements

• Previous experience working with customers can help, but isn't mandatory

Target audience

• Customer Service Representatives, Front Desk Representatives, Business Owners and anyone who interacts with customers as part of their job