Customer Service Training: How to Handle Upset Customers (Udemy.com)

This was an exceptionally practical and well-designed course. The interactive role-play scenarios provided realistic practice for de-escalating frustrated customers and turning challenging interactions into wins. Highly recommended!

This is an excellent course for customer service basics. One thing I will never understand, though, is how many of these miss the INCREDIBLY important point that that the one thing a Customer Service Rep should NEVER EVER say is "I understand." Because the customer's immediate reaction is pretty much always going to be an extreme version of "Oh no you don't!", followed immediately by a very hurt, angry rant on the subject of trivializing their experience.

This was helpful in pinpointing how to keep customers happy and satisfied, and from knowing this I will use it going forward and implement it in my own work field.

The course is very interesting and full of practical topics that can be applied to your day-to-day work. It covers the theory and includes plenty of practical, real-life examples, and the teacher is always clear and friendly. Well done

Excellent course! The instructor explained customer service concepts clearly and in a way easy to understand. The lessons were well organized, engaging, and provided practical examples and fun facts that can be applied immediately. I learned valuable skills and highly recommend this course to anyone looking to improve their customer service abilities.

It's a good course it's surrounded around customer service based information as interaction was live role play also helps you remember you know the steps of active listening and trying to gain as much information as possible to be able to achieve customer retention.

This training gave clear explanations and approaches to being prepared to ease upset customers and diffuse tense situations. The videos were perfect in length and not too repetitive.

Good framework to layer other necessary skill shapes into and what to focus on improving. I appreciate the optimistic tone, but I think certain scenarios get a bit too optimistic at times where I felt like 'oh just being content and happy all the time, nothing bad will happen (in most cases I am sure)' but during an actual moment is unrealistic. Some situations are truly out of our control and it's challenging. I wish there was a balance to consider caring for the customer and self-care.

Repetitive explanations, saying the same thing over and over, sometimes in different words, sometimes the same exact words four or five times (or more) per lesson.

Accent is very distracting. One person is too boring, should have different at least every 3rd subject. Too many "Fun Facts" they stop being funny at the 4th one.