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15 Videos (1h 11m)
    • How to Deal with MAD Customers-Customer Service Training

      3:26
    • What's to Complain About?

      0:40
    • Is it Just Me? It Just Happens!

      2:41
    • Here Are the Problems

      3:02
    • The Positives to Complaints

      8:08
    • How to Handle it NOW

      4:57
    • What Listening Does

      1:53
    • The Steps - 1. Acknowledgement

      8:01
    • 2. Empathy

      9:10
    • 3. Affirmation

      3:12
    • 4. Validation

      2:41
    • 5. Steps to Resolution

      11:10
    • 6. Gratitude Statement

      1:33
    • 7. Follow Through

      9:42
    • Final Thoughts

      0:32

About This Class

We’ve all felt the sheer terror that comes over us when an angry email pops up from a customer. We all know the familiar pitter-patter of anxiety when a 1-star review comes down the pipe.

As small business owners and team leaders, we know that there’s a certain amount of negativity that comes with any business, but ultimately it is our job to channel those negative feelings into positive ones for our customers.

This presentation focuses on the psychology behind angry customers because at the end of the day, we are all just trying to communicate with each other. 

Break down the walls of negative and learn how to actively engage with customers that offer you feedback.

You’ll be amazed at how quickly you understand these concepts and, more importantly, how empowered you’ll feel the next time a not-so-happy customer comes your way.

It doesn’t matter what type of business you own or work in because these techniques will offer you greater interpersonal understanding for conflicts of all types.

After enjoying this (purposefully designed) easy-going presentation, you’ll walk away with more confidence, poise, and the following takeaways:

Learn how to professionally respond to negative reviews

Understand common causes of frustration and communication breakdown points 

Identify behavioral mirroring and learn how to prevent escalation verbally and physically

Teach you, and your team members, how to communicate with others in a manner that promotes customer engagement and encourages retention

As with all my trainings, my presentations are backed by a BS in Organizational Leadership and extensive experience as a Quality Control Analyst, small business owner, and high school athletic coach. By the end of this presentation, you’ll finally be able to face bad reviews, angry messages, and frustrated people without escalating the situation and with compassionate understanding.

4 of 4 students recommendSee All

Great lesson on basics for soft skills for how to help customers when something goes wrong (because it ultimately will). Cayci's passion is absolutely infectious.

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Cayci Ellis

Leadership and Customer Service Expert♥

Hello, I'm Cayci! I love learning and teaching Leadership and Customer Service skills. Make sure to click the "follow" button on my profile to be notified when I release new classes.

My education is in Organizational Leadership and my passion is Customer Service, Customer Engagement, and the Relationships there-in.

Leadership and Customer Service skills can help you engage with your followers, lead your team, and create strong relationships with your customers.

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