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IGTC01CS - Working with Upset Customers (EN)
01 - Tackling One of the Hardest Parts of Customer Service
02 - Getting the most out of this course (1:49)
01 - Manage upset customers like a pro (0:53)
03 - Tending to emotional needs (4:58)
02 - 1. Serving Angry Customers
02 - Listening with empathy (4:25)
01 - Understanding our natural instincts (4:21)
03 - Helping the customer be right (3:24)
04 - Using the acknowledge and refocus technique (4:59)
05 - Drawing the line at abusive behavior (1:31)
03 - 2. Learning from Angry Customers
02 - Conducting an after-action review (3:25)
01 - Preserving the relationship (3:10)
03 - Finding room for improvement (3:56)
04 - Passing along complaints (3:06)
04 - 3. Preventing Customer Anger
02 - Avoiding unpleasant surprises (2:51)
01 - Creating personal connections (2:29)
03 - Replacing trigger words (4:43)
04 - Using the preemptive acknowledgment technique (3:16)
05 - Conclusion
01 - Putting in the hard work and practice (1:45)
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05 - Drawing the line at abusive behavior
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