Dealing with Irrational Customers and Escalating Complaints

by Theresa Miller

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.

What you'll learn

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

Theresa Miller is an IT professional that has been working as a technical expert in IT for over 20 years. She is a Citrix CTP, Microsoft MVP, VMware vExpert, and has obtained her MBA in IT Management, MCSE, and CCA certifications. Her areas of expertise are in the areas of Exchange, Office 365, Active Directory, and Citrix XenApp and XenDeskop. She has architected, designed, implemented, and led complex projects in all of these areas. She has also done technical writing for Windows IT Pro, Petri... more

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