Dealing with Angry Patrons

  • Link: Dealing with Angry Patrons
  • Topic: Programming & Services - Customer Service
  • Level: Elective
  • Sponsor: WebJunction
  • Format: self paced online
  • Contact Hours: 1

Course Objectives:

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Self Paced Courses > Customer Service > Dealing with Angry Patrons

No one enjoys having to deal with an angry patron, but with proper preparation, and by developing the specific set of skills required, you can minimize conflict, defuse patron anger and identify the underlying issues so that you can help find the best solution.

This course on Dealing with Angry Patrons is designed to help you improve your skills in dealing effectively with angry customers. It outlines a two-step method for responding to anger, by teaching the staff member to first deal with the patron's feelings, then deal with the person's problem. It includes practice with realistic patron encounters.