How to deal with an upset customer Great Customer Service
What you’ll learn
How to listen to what’s really bothering your customer.
Is your customer angry at you or just angry?
The importance of remaining calm when your customer is upset.
When to compensate your upset customer.
The benefit of customer complaints
No advanced knowledge or training is necessary. You will learn everything you need to know by taking this course.
How to deal with an upset customer – Great Customer Service Learn Advanced Customer Service Strategies and Tactics to Turn Your Upset Customers into Raving FansChances are no matter what business you are in, you will have to deal with a customer who is not happy. You will need the tools, techniques, and attitude that will turn a dissatisfied patron into a satisfied one. This course will teach you to pay attention to your dissatisfied customer and to listen to what they are saying and what they truly want. It is vitally important that you put yourself in the position of your unhappy client. Was your response to their complaints timely and respectful? Did they feel heard and understood? Were you able to resolve their issue? Has more than one customer brought a similar complaint to you? Is there a pattern? Do customers always tell the truth about what went wrong?How or when should you compensate a complaining client? What do they really want? Sometimes an acknowledgment of their concern and apology is all that is needed.Were the terms of your deal clear to your customer? When should you take the side of your employee over a customer? Some times the customer is wrong. You will be a hero with your employees if you support a colleague over an abusive customer.Is it ever a good idea to fire a customer? Sometimes complaining consumers are more trouble than they are worth. It’s time to upgrade the customer service for your organization. Turn upset customers into loyal fans. Enroll now.
Section 1: Introduction
Lecture 1 Introduction: It’s business, not personal
Section 2: What to do when a customer isn’t happy
Lecture 2 How to respond to an upset customer
Lecture 3 Respond to a complaining customer quickly
Lecture 4 Really listen to your customer
Lecture 5 How to apologize when you screwed up.
Lecture 6 How to react to a negative online review.
Lecture 7 In An Era of Social Media Critics You Must Find a Way to Negotiate Happiness
Lecture 8 Introduce yourself to an upset customer
Lecture 9 Look for consistent areas of problems
Lecture 10 Too many surveys can be a headache for your customers.
Lecture 11 Not every customer is going to love you.
Lecture 12 Sometimes you need to fire your customer.
Lecture 13 What to do if your customer gets nasty.
Lecture 14 Don’t respond in kind to an upset customer
Lecture 15 Your customer does not care about your problems.
Lecture 16 How did you react when you got bad service?
Lecture 17 Don’t take negative customer feedback personally
Lecture 18 How should you react to an upset customer?
Lecture 19 Understand where your upset customer is at this moment
Lecture 20 Don’t use hedging language when dealing with an upset customer
Lecture 21 Get both sides of the story when it comes to a complaining customer
Lecture 22 Keep your customer informed
Lecture 23 Be empathetic to a complaining customer
Lecture 24 Here’s what empathy is not
Lecture 25 Thank customers for complaining
Lecture 26 Don’t blame customers for your own failings
Lecture 27 Don’t overly compensate an upset customer
Lecture 28 Don’t make promises you can’t keep
Lecture 29 Get to the point when dealing with an upset customer
Lecture 30 Ask smart questions to a complaining customer
Lecture 31 Practice dealing with an upset customer
Lecture 32 Always acknowledge a customer’s distress
Lecture 33 You may have to fire your customer
Lecture 34 Don’t take it personally
Lecture 35 Is it every okay to hang up on a customer?
Lecture 36 Verbally repeat the customers complaint.
Lecture 37 Always follow up with an upset customer
Lecture 38 Should you ever send an upset customer to a competitor?
Lecture 39 What to say and not say to an upset customer
Lecture 40 Ask for feedback from an upset customer
Lecture 41 It’s not what you say, it’s what they hear.
Lecture 42 How could I screw this up?
Lecture 43 The COSTCO way of pleasing customers
Lecture 44 Use role playing to train your team to deal with an upset customer
Lecture 45 Make sure you truly understand what your upset customer is saying
Lecture 46 Empower your upset customer
Lecture 47 Don’t lose touch with your customer
Lecture 48 Best business advice: Pay attention
Lecture 49 About me
Section 3: Best business (and life) advice
Lecture 50 What is your company’s purpose and why it matters.
Lecture 51 Create your own personal board of directors
Lecture 52 No one likes being fired
Lecture 53 How to handle resistance to change.
Lecture 54 Daily questions to ask yourself
Lecture 55 Ask and answer your own questions
Lecture 56 What would you risk to reach your goals?
Lecture 57 How to achieve your hardest goals
Lecture 58 Make sure people understand you.
Lecture 59 Make a winners presentation
Lecture 60 Tell your stories with conviction.
Lecture 61 Make your LinkedIn profile shine
Lecture 62 Use the power of your voice
Lecture 63 Look like a winner
Lecture 64 Who is in your power circle?
Lecture 65 What’s the one thing you can do to be better.
Lecture 66 How to make smart decisions and stop making dumb ones
Lecture 67 The Power of the business card
Lecture 68 Be accurate
Lecture 69 How to persuade anyone
Lecture 70 Three reasons you are not achieving your goals.
Lecture 71 It’s business, not personal
Lecture 72 The business benefits of being a smart observer
Lecture 73 Great coaches help clients to be outstanding listeners
Lecture 74 How could I screw this up?
Lecture 75 Don’t make promises you can’t keep
Lecture 76 Create your own personal board of directors
Lecture 77 How did you become great?
Lecture 78 Sell with stories
Lecture 79 Don’t be a slave to the question
Lecture 80 Don’t be boring in a job interview
Lecture 81 Bring up the bad news before your job interviewer does.
Lecture 82 Bad assumptions can kill a business relationship
Lecture 83 Be a problem solver
Lecture 84 Should you ever send a customer to a competitor?
Lecture 85 Time is your biggest enemy
Lecture 86 What changes would you make in your life and business?
Lecture 87 Charisma is overrated
Lecture 88 Be a trends forecaster in your field
Lecture 89 How older workers can ace a job interview
Lecture 90 You are what you wear
Lecture 91 Don’t be a prisoner of perfectionism
Lecture 92 How to be your own best coach
Lecture 93 How to persuade anyone
Lecture 94 How to pitch to a venture capitalist
This is a course that every business owner needs to take. As the boss, you’re going to have to deal with customers (hopefully not many) who are unhappy with the product or service they received. How you react to your upset customer will determine whether they will continue to do business with you.
Udemy | English | 2h 39m | 4.87 GB
Created by: Bob Berkowitz