I like to ask the audience for input when I do public workshops.

“Here’s what we’ll cover today,” I tell them. “Let me know what skills you’re most interested in learning and we’ll spend extra time on those topics.”

Participants get a minute or so to peruse the list and make their selection. The top choice is the same every single time.

People want to know how to serve angry customers.

That’s why I’m so excited about my new Working with Upset Customers training video on lynda.com. It shares proven techniques for diffusing tense customer service situations. You'll also learn how to prevent problems from reoccurring or even from happening in the first place.

Here are the topics covered:

Listening with empathy
Helping the customer be right
Preserving the relationship
Learning from angry customers
Passing along complaints
Replacing trigger words

Here's a sample module from the course. It uses a scene in a coffee shop to illustrate the right and wrong ways to handle an angry customer. You can watch it here:

You’ll need a lynda.com subscription to view the entire course, but you can sign up for a free 10-day trial.