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Dealing with Angry or Rude Customers

  • Accountant
  • CPA (CA)
  • CFE
  • CGFM
  • CISA
  • CMA
  • CPA (US)
  • CA - ICAEW
  • HRCI
  • SHRM
  • ACCA
  • FPAC
  • CA - Ireland
  • CA - Scotland
  • CPA - Ireland
  • CFIRS
  • CWS

Published: April, 2022

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Before starting this self study program, please go through the instructional document.

  • Course Description
  • Course Qualification
  • Presenter
  • FAQ

Course Description

Overview

  • What is Anger?
    3 mins
  • You Reap what you saw
    13 mins
  • Preparing your organization
    22 mins
  • Things to avoid with an angry or agitated customer
    33 mins
  • Example scripts for angry customers
    47 mins
  • Dealing with the stress of an angry customer
    57 mins

Course Description

If you work in customer service in any way, then, from time to time, you are going to have to deal with angry or rude customers. This CPE webinar will help you manage those stressful situations and support the customer as best you can.

Anger is a normal and relatively common emotion caused by a perceived hurt or provocation. In some cases, a customer’s anger or rude behavior may be driven by the failings of your organization or its products and services. In other cases, the problem may be outside your control but you still have to deal with the impact.

Attendees in this Online CPE Communications and Marketing course will look at anger in a customer service situation and how to deal with it. Attendees will review the nature and causes of anger. They will look at how poor customer service can cause anger and what you can do to prepare your organization to deal with anger.

In this continuous learning course, Ross Maynard will help attendees uncover the warning signs for anger and present a 12 step approach to dealing with an angry customer. 

We cover questions and short scripts that can help you start a discussion with an angry customer, and we consider why customers might be rude. Finally, we look at managing the stress of dealing with an angry customer and finish the course with a review of the key learning points.

Learning Objectives

  • To understand the nature and causes of anger as an emotion.
  • To analyze their objectives when dealing with an angry customer.
  • To help prepare their organization for dealing with angry customers.
  • To identify appropriate customer service metrics.
  • To discuss a series of steps to deal with an angry customer.
  • To use questions and short scripts to try to help a customer bring their anger under control.
  • To analyze why a customer might be rude, and how to deal with that rudeness.
  • To inspect how to manage the stress of dealing with angry or rude customers.

Recommended For

  • The Online Continuing Education Webinar is recommended for CPAs, CMAs, and other professionals in the industry as well as in practice interested in learning how to deal with angry or rude customers.
  • This CPD course is also recommended for Canadian CPAs who want to understand the approach to deal with an angry customer.

Who Should Attend?

  • Accountant
  • Accounting Firm
  • Accounting Managers
  • Certified Management Accountant (CMA)
  • CPA (Industry)
  • CPA - Mid Size Firm
  • CPA - Small Firm
  • CPA in Business
  • Entrepreneurial CPA
  • Senior Accountant
  • Young CPA

Course Qualification

Webinar Qualifies For

  • 1.5 General Credit of Communications & Marketing for Accountant/Bookkeeper/Tax Professionals
  • 1.5 CPD Credit of Communication for Chartered Professional Accountant (CPA Canada)
  • 1.5 CPE Credit of Communications & Marketing for Certified Public Accountants (CPA-US)
  • 1.5 CPE Credit of Communications & Marketing for Certified Management Accountants (CMA)
  • 1.5 CPE Credit of Communications & Marketing for Certified Fraud Examiner (CFE)
  • 1.5 CPE Credit for Certified Government Financial Manager (CGFM)
  • 1.5 CPE Credit for Certified Information Systems Auditor (CISA)
  • 1.5 CPD Credit for CA - ICAEW
  • 1.5 CPD Credit for Chartered Certified Accountants (ACCA)
  • 1.5 CPD Credit for Chartered Accountants - Ireland (CAI)
  • 1.5 CPD Credit for Chartered Accountants - Scotland
  • 1.5 CPD Credit for CPA - Ireland
  • 1.5 CE Credit for Certified Fiduciary & Investment Risk Specialist (CFIRS)
  • 1.5 CE Credit for Certified Wealth Strategist (CWS)
  • 1.5 RCH Credit of HR (General) for Human Resource Certification Institute (HRCI) (Approval No. 594371)
  • 1.5 PDC Credit of Communication for SHRM Professionals (Approval No. 22-CXKDU)
  • 1.5 CRE Credit of Communication for Certified Corporate FP&A Professional (FPAC)

Additional details

  • Course Level :
    Basic
  • Credits :
    1.5
  • Instructional Method :
    QAS Self Study
  • Pre-requisites :
    None
  • Advance Preparation :
    None

NASBA APPROVED

MY-CPE LLC, 1600 Highway 6 south, suite 250, sugar land, TX, 77478

MY-CPE LLC (Sponsor Id#: 143597) is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org.

Presenter

About Presenter

Ross Maynard

Managing Director, Ideas2Action Process Excellence Ltd

My philosophy is to inspire, challenge and support change. I have nearly 30 years’ experience as a business author and consultant.

As a consultant, I specialise in process improvement based on the Lean philosophy. I facilitate improvement teams and provide expertise in performance measurement and management; problem solving; and process improvement. 

As well as delivering webinars for MyCPE, I develop courses and webinars for the ACCA (Association of Chartered Certified Accountants) in the UK and other specialist business and finance providers.

I live in Scotland, near Glasgow, with my wife, daughter and Cocker Spaniel.

About Company

Ideas2Action Process Excellence Ltd

www.ideas2action.co.uk/

Ideas into Action was founded in 1997 by Ross Maynard. Ross is a Fellow of the Chartered Institute of Management Accountants with over 20 years experience in organisational development with organisations of all sizes. The business is incorporated as Ideas2Action Process Excellence Ltd, registration number SC523801. We specialise in process analysis and improvement and lean finance, offering training, consultancy and facilitation of process improvement teams.

Ross is author of “Successful Business Growth” published by Hodder and Stoughton, in 1998; as well as many published articles on business improvement and lean management. Ross is an NLP Master Practitioner.

Faq

FAQs content

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Ratings and Review

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