Handling Upset Customers - The LAMA Training

In the Handling Upset Customers Module you will learn the three main reasons that people become upset and you will learn three different ways to handle those "Upsets". In the fourth lesson you will learn what to do if the customer cannot be helped.

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Course curriculum

1

3. Handling Upset Customers
- Why Are They So Upset? (2 min.)
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- 3.0 Welcome to the Upset Customers Module
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- 3.1 What Causes "Upset" and Three Types of Upsets
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- 3.1 Introduction to "Upsets" and Unfulfilled Expectations (23 min.)
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- 3.2 Introduction to Thwarted Intentions
- 3.2 Upset Customers - Thwarted Intentions (15 min.)
- 3.3 Introduction to Undelivered Communications
- 3.3 Upset Customers - Undelivered Communications (12 min.)
- 3.4 Introduction to Know When to Hold 'Em Know When to Fold 'Em - Escalated Customers
- 3.4 Upset Customers - "Know When to Hold 'Em, Know When to Fold 'Em" (14 min.)