Got Performance?® Diffusing Customer Emotions
eLearning Course

Got Performance?® Diffusing Customer Emotions

Creating Satisfied Customers

This course focuses on a positive and helpful attitude in dealing with frustrated customers. You will learn that empathizing with the customer and maintaining a positive attitude are two of the most important tools at your disposal in creating a positive customer experience. By completing this module, you will benefit from a better job, more sleep and better numbers (if selling).

Learning Path & Details


  • Developing Critical Work Skills
  • Manage Customer Experience


  • Audible Narration
  • Branching
  • Integrated Video
  • Interactions and Activities
  • Post-Assessment

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Training Files (1)

eLearning CourseEnglishPreview

Additional Information

Trainer Comments: There is real power in having a positive attitude in showing empathy toward irate callers. You can diffuse customer emotions by thanking them for calling and empathizing with their situation. Your positive attitude will also help when you reassure the customer that you can help with their problem. The real difference in customer loyalty is YOU.

Related Content

Explore the Program: Glad I Could Help: Real Customer Service Situations for Discussion™