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Supporting Irate Customers

You helped diffuse a high-emotion situation

Estimated Time to Complete  (Minutes)


Learning Objectives

  • Distinguish between annoyed/frustrated vs. irate emotions

  • Leverage key strategies for turning around irate callers (minimal encouragers, empathy, ownership, questioning, recap, take action, good last impression)

Pre-requisite Course(s)

  • Listening

  • Questioning

  • Name Use

  • Courtesy

  • Empathy

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices gleaned by listening to/reading literally millions of customer interactions.

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