Working With Upset Customers
De-escalate and resolve with empathy
What you'll learn: Working With Upset Customers — a 30-minute customer service and success course on Sonder.courses.
Does dealing with an upset customer make your heart race and your stomach churn? If so, you’re not alone. It’s easy to lose our composure or feel flustered when we encounter someone who is unsatisfied, unhappy, or just plain difficult. But as challenging as emotional customers are, they’re simply a fact of life in customer service. After all, customers don’t typically reach out when things are going well. They need help when there’s a problem or an unmet expectation—and that, understandably, can feel upsetting. In this course, you’ll learn why customers get upset and how to defuse those situations with an effective apology and action plan for making things right. Then, you’ll learn to spot when customers go too far, so you can protect yourself from abuse.
What you'll explore
- A focused, beautifully crafted lesson — 30 minutes or less
- One illuminating idea explored from multiple angles
- Works on any device — phone, tablet, or desktop
- Part of the full Sonder library of 200+ courses
- All courses are taught in English
- Certificate of Completion included with every course
How to access
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