CS - Handling Angry Customer

July 3

CS - Handling Angry Customer

One  Day Training Workshop

July  3

Overview and Objectives

Customer is always right. This is not true. However customer is valuable and we need customer to be satisfied.

Customers are different in their personality and behavior. Customer could get angry because of many reasons, their reaction could be vary depend on situation and personality.

This workshop focus on how to handle customer complaints and dealing with angry customers to solve the conflict and maintain customer loyalty.

Workshop Contents

  • We care about customer service
  • What customers really need? “The PRIDE model”
  • What customers expect? “ The 5 R’s”
  • Moments of Truth
  • Characteristics of Service provider
  • Building Rapport
  • The Elements of Communication (Visual  / Vocal / Verbal )
  • The Communication styles
  • The Communication tools
  • Why Customers get angry?
  • Tools to absorb customer’s anger
  • Dealing with difficult People / Customers
  • Common Complaints
  • Handling customer complaints
  • Self Tactics to handle irate customers – Stress Management


Date: 3 July 2019

Duration: One Day workshop