Handle Unhappy Clients with Empathy (S-EL0061)

When faced with an annoyed or frustrated customer, it's not enough to simply provide more information. This course explains how to create a genuine human bond over time, that will prove invaluable in resolving problems and building customer loyalty.

By the end of this training, you will be able to

• manage difficult conversations and
• win back customer loyalty through an empathetic approach.

Programme:
1. Harness the four-step empathy process to manage an unhappy customer.
2. Create a human connection.
3. Demonstrate empathy towards unhappy customers.

Important noteregarding your personal data

When accessing the e-learning platform via Moodle-LLLC, you will first need to update your user profile with the desired configuration.

If you do not want your name and/or email address to be visible to other learners, you then have the possibility to replace your name with an Alias of your choice in the corresponding field and/or completely hide your email address from the other users. This configuration can be made by accessing the settings in your user area.

The detailed procedure (step by step) for adapting the configuration will be continuously available in your Moodle-LLLC area, which you will have access to once you registered for the e-learning course.