Retail excellence-Angry and upset customers


Retail Excellence is a suite of fully animated online courses. The suite comprises 16 titles designed to develop customer service and sales capabilities of people working in customer-focused roles.

Dealing with angry and upset customers is an inevitable part of doing business. However, you can handle customer complaints and frustrations quickly and easily by following a few simple techniques that can help you turn a negative situation into a more positive and productive one.

Topics covered

  • Angry and upset customers
  • How to handle angry and upset customers
  • Analysing a customer problem
  • The blame game

Learning objectives

On completing this course, learners should be able to:
  • List the causes of customer frustration
  • Apply techniques for handling angry and upset customers

Business outcomes

Organisations implementing this course will:
  • Increase customer satisfaction by empowering workers to be more effective at managing complaints.

Target audience

This course is designed for any worker in your organisation that interacts with customers.


25 minutes
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