How it works

This CPD Certified course on dealing with angry customers forms part of our Leadership & Management and our Business Skills series and allows delegates to learn strategies necessary to defuse anger as they work on resolving the issue and build an adult-adult, problem-solving approach – often in an emotionally charged situation.

To allow staff members to become effective at dealing with angry customers, this course highlights the importance of the need to understand the viewpoint from both sides. Also, that the angry customer is expressing their concerns about the company and not about them as an individual. How your staff respond can make the difference between a customer who feels satisfied with the resolution and one who never wants to use your business again.