Dealing with Irrational Customers and Escalating Complaints

A successful Support Center is prepared for any customer situation. In this course, you will learn how to handle an irrational customer and gain an understanding of when to escalate complaints to a manager.
Course info
Rating
(16)
Level
Beginner
Updated
March 1, 2017
Duration
40m 47s
Table of contents
Description
Course info
Rating
(16)
Level
Beginner
Updated
March 1, 2017
Duration
40m 47s
Description

A successful Support Center is prepared for any customer situation. In this course, Dealing with Irrational Customers and Escalating Complaints, you will learn to educate your staff about dealing with irrational customers. First, you will delve into the steps your organization must understand to ensure that even the worst situation is resolved with a great customer service experience. Next, you will learn about maintaining professionalism. Last, you will dive into complaint escalation techniques. When you are finished with this course, you will have the knowledge and skills necessary to deal with any stressful customer service situations your organization might face.

About the author
About the author

Theresa Miller is a Citrix Technology Professional, Microsoft MVP, and VMware vExpert that has been working in IT for over 20 years.

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Transcript
Transcript

Hi everyone, my name is Theresa Miller and welcome to my course Dealing with Irrational Customers and Escalating Complaints.

I am the Founder and CEO of 24x7 IT Connection.com.

A successful Service Center is prepared for any customer situation. This includes how to handle the irrational customer, and having the understanding of when to escalate complaints to a manager.

In this course, we are going to discuss the steps your organization must understand to ensure that even the worst situation is resolved with a great customer service experience.

Some of the major topics that we will cover include:

  1. Tips for maintaining professionalism
  2. What not to do in a stressful situation
  3. Complaint Escalation Techniques
By the end of this course you will have all of the facts required to ensure your team will be successful in any customer service situation.

Before beginning the course, you should be familiar with some Customer Service Processes and Procedures.

I hope you’ll join me on this journey to learn more about Dealing with Irrational Customers and Escalating Complaints through this course, at Pluralsight.