Managing Upset Customers

A Customer Service Course

*This course can be tailored or customized to your specific needs.

Course Overview

This seminar focuses on tools that assist all levels of the organization in managing unsatisfied customers to a positive outcome. Learn how to defuse complaints and calm angry customers with effective communication techniques. Through a five-step process, participants learn how to address the customer’s emotional needs and examine ways to partner with the customer to resolve conflicts.


  1. Apply conflict resolution tools to diffuse tense situations/customers
  2. Utilize emotional intelligence to satisfy customer’s emotional needs
  3. Practice good communication techniques
  4. Create a culture of problem solvers

Lesson 1: Conflict Resolution Tools

  • Active Listening
  • Removal of customer from the situation
  • Tonality of conversation
  • Seek “Win-Win” resolution

Lesson 2: Emotional Intelligence: Putting Yourself in Their Shoes

  • Utilize your critical thinking skills
  • Practice Empathy
  • Understand when the conflict has escalated too far
  • Connect with the customer emotionally

Lesson 3: Practicing Good Communication

  • Speak clearly and slowly
  • Be an active listener
  • Document all conversations
  • Exhibit positive non-verbal cues

Lesson 4: Solving the Problem at the Source

  • No need to seek out a supervisor
  • Team effort: Utilize your resources
  • Seek alternate solutions to problem
  • Seek solution input from customer