Training Library

Dealing With Disappointed Customers

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Overview

Letting a customer down isn’t great, but the key lies in how you handle the disappointment and how to make a greater impact. Dealing With Disappointed Customers shows you how to turn disappointed customers into satisfied ones by recognising the problem, acting on it and clearly communicating the solution.

Topics include:
  • Recognising disappointment in customers
  • Accepting feedback and showing appreciation
  • Handling online complaints
  • Identifying the problem and finding a solution
10
Video Lessons
30 min
Approx. Training Time
Ebook

Skills covered in this module

  • Customer service
  • Handling disappointed customers
  • Customer retention
  • Customer satisfaction
Video Lessons
  • Introduction to Disappointed Customers

    Introduction to Disappointed Customers

    Letting a customer down isn’t great, but the key lies in how you handle the disappointment and how to make a greater impact. Dealing With Disappointed Customers shows you how to turn disappointed customers into satisfied ones by recognising the problem, acting on it and clearly communicating the solution.
  • Recognising Disappointment

    Recognising Disappointment

    Do you feel like your Disappointment Radar is malfunctioning? Knowing how to recognise a disappointed customer is half the battle!
  • Act On the Problem

    Act On the Problem

    Dealing with disappointed customers is NOT a theoretical science - learn how to mix and match the right chemicals to find a practical solution!
  • Appreciate the Feedback

    Appreciate the Feedback

    You'd thank someone for holding the door open, wouldn't you? A disappointed customer is opening up a world of customer service opportunities for you, so make sure you thank them!
  • Stop The Rot

    Stop The Rot

    Disappointed customers definitely have a Use-By Date and if you don't deal with them successfully before then, the rot may spread
  • Online Complaints

    Online Complaints

    The Internet is everywhere - so when a complaint is posted online to your business, make sure you're on top of it!
  • Keep the Feedback Coming

    Keep the Feedback Coming

    Disappointed customers might offer a lot more than you first realise - like genuine feedback direct from the source. It's all a matter of knowing how to tap into that resource effectively.
  • Don't Make The Customer Repeat The Whole Story

    Don't Make The Customer Repeat The Whole Story

    Welcome to Canity. Welcome to Canity. Welcome to Canity... Repetition is BORING so don't make your disappointed customers repeat themselves!
  • Set A Timeframe

    Set A Timeframe

    You know who; you know what; you know why; now it's time to sort out when. Setting a timeframe is vital to appeasing disappointed customers.
  • Congratulations

    Congratulations

    Congratulations, you're now a pro at dealing with disappointed customers. Test your knowledge by taking the quiz below.

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