Handling Irate Customers
Lead with Empathy, Resolve with Confidence
This program helps participants manage difficult interactions with empathy, patience, and professionalism, empowering you to stay composed under pressure, defuse tension, and turn challenging moments into opportunities to build trust and loyalty
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Introductory Start-up
$1,749.00 Select options This product has multiple variants. The options may be chosen on the product page -
Facilitator Package
$1,199.00 Select options This product has multiple variants. The options may be chosen on the product page -
In-House Seminar
$1,199.00 Add to cart -
How to turn Irate Customers into Raving Fans
$97.00 Add to cart -
Participation Package
$22.00 Add to cart
6 Steps to Handle Irate Customers
(Use these six steps in any order, based on the situation)
- Listen carefully and with interest—but also try to listen to what they are “not” saying.
- Put yourself in your customer’s place—how would you feel in a similar situation?
- Ask questions and actively listen to the answers. Use open-ended questions to elicit more than one-word answers like yes or no. This allows you to get raw information—not just feelings or emotions.
- Suggest alternatives that address their concerns, and always do so with sincere empathy.
- Apologize without laying blame for it might not be your fault.
- Solve the problem quickly and effi ciently—and give your customer a chance to vent, which will allow you to better understand their emotion and their position.
about this course
This course empowers front-line professionals to take swift, confident action—without waiting for managerial sign-off. By honing the ability to resolve tense situations with empathy and poise, it not only enhances customer satisfaction but also bolsters employee confidence and streamlines response time. Through hands-on exercises, realistic role-play scenarios, and interactive learning materials, participants build the essential skills to transform challenging encounters into opportunities for trust and loyalty.
Learn how to :
- Diffuse irate customer encounters.
- Overcome difficult situations with customers.
- Develop a routine to handle problems.
- Recover following stressful encounters.
Meet the Creator of course
John Tschohl
President Service Quality Institute
John Tschohl is president and founder of Service Quality Institute, the global leader in helping Organizations keep customers, build market share and improve the performance of the entire work force by developing a culture of delivering superior customer service.
Earn a Certificate of Completion
Show your network you’ve done the work by earning a certificate of completion for each course or path you finish.
- Share your achievement with pride
- Add it to your LinkedIn & impress your network
- Boost your professional credibility
- Display your certificate to open new doors
