What you'll learn
How to listen to what's really bothering your customer.
Is your customer angry at you or just angry?
The importance of remaining calm when your customer is upset.
When to compensate your upset customer.

Requirements
No advanced knowledge or training is necessary. You will learn everything you need to know by taking this course.

Description
Chances are no matter what business you are in, you will have to deal with a customer who is not happy. You will need the tools, techniques, and attitude that will turn a dissatisfied patron into a satisfied one. This course will teach you to pay attention to your dissatisfied customer and to listen to what they are saying and what they truly want. It is vitally important that you put yourself in the position of your unhappy client. Was your response to their complaints timely and respectful? Did they feel heard and understood? Were you able to resolve their issue? Has more than one customer brought a similar complaint to you? Is there a pattern? Do customers always tell the truth about what went wrong?How or when should you compensate a complaining client? What do they really want? Sometimes an acknowledgment of their concern and apology is all that is needed.Were the terms of your deal clear to your customer? When should you take the side of your employee over a customer? Some times the customer is wrong. You will be a hero with your employees if you support a colleague over an abusive customer.Is it ever a good idea to fire a customer? Sometimes complaining consumers are more trouble than they are worth.

Overview
Section 1: Introduction

Lecture 1 Introduction: It's business, not personal

Section 2: What to do when a customer isn't happy

Lecture 2 How to respond to an upset customer

Lecture 3 How to apologize when you screwed up.

Lecture 4 How to respond to a negative online review.

Lecture 5 In An Era of Social Media Critics You Must Find a Way to Negotiate Happiness

Lecture 6 Too many surveys can be a headache for your customers.

Lecture 7 Not every customer is going to love you.

Lecture 8 Sometimes you need to fire your customer.

Lecture 9 What to do if your customer gets nasty.

Lecture 10 Your customer does not care about your problems.

Lecture 11 Don't take negative customer feedback personally

Lecture 12 How did you react when you got bad service?

Section 3: Best business (and life) advice

Lecture 13 What is your company's purpose and why it matters.

Lecture 14 No one likes being fired

Lecture 15 How to handle resistance to change.

Lecture 16 Tell your stories with conviction.

Lecture 17 How to make smart decisions and stop making dumb ones

This is a course that every business owner needs to take. As the boss, you're going to have to deal with customers (hopefully not many) who are unhappy with the product or service they received. How you react to your upset customer will determine whether they will continue to do business with you.

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