Research Resource Discovery

Working with Upset Customers

Affiliation: UIUC


Type: Streaming Resource

Description: More than any other topic, frontline employees ask for advice on how to serve angry and upset customers. This course will reveal proven techniques for effectively neutralizing negative situations. Customer service expert Jeff Toister also shares specific actions employees can take before and after encounters with upset customers that will reduce the likelihood of problems occurring in the future.

Quality Level: production