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Dealing with Angry People

Description

The aim of this module is to provide the learner with insights into the causes behind encounters with angry customers and equip them with knowledge and skills to de-escalate challenging scenarios, empowering them to competently handle confrontations with angry individuals across diverse situations with confidence. 

This module will cover:
  • Exploring the root causes triggering customer frustration and anger.
  • Achieving proficiency in effective strategies to handle irate customers.
  • Emphasising the significance of follow-up and implementing effective techniques for this.
On completion of this module, learners will be able to:
  • Identify some of the reasons behind customer frustration and anger.
  • Describe effective strategies for handling angry customers.
  • Recognise the importance of follow up, particularly for angry customers.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes

TOPIC 1: UNDERSTANDING ANGRY CUSTOMERS
Angry Customers
Why is the Customer Angry
Summary
Knowledge Check

TOPIC 2: DEALING WITH ANGRY CUSTOMERS
Dealing with Angry Customers
Five Professional and Polite Methods
Further Strategies
Summary
Knowledge Check

TOPIC 3: FOLLOWING UP
Following Up
Effective Follow-up Techniques
Summary
Knowledge Check

END OF LEARNING MODULE
End of Learning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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