Complete Guide To Dealing WIth Difficult, Angry, Aggressive And  Abusive Customers

Learn what to say, when to say it and stay stress free, safe, and professional under pressure

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  • Communicating With Customers: What Is Cooperative Communication?
    Answer: ...
  • Additional Resources On Difficult and Angry Customers: Do You Have Resources For Hostage Negotiation?
    Answer: Below are a list of some free online articles and studies on the process of hostage negotiation. Just a caution. While some of the techniques ...
  • Techniques For Defusing and Calming Down Angry Customers: Are Hostage Negotiation Techniques Similar To Defusing Angry Customers Techniques?
    Answer: Yes. And no. Some techniques are used in both situations. For example, "building rapport" is used in both, as is the "distraction technique" that I ...
  • Techniques For Defusing and Calming Down Angry Customers: Can you explain the CARP Model in brief? (#custserv)
    Answer: The CARP model is a four step model that was created to remind customer service staff of the sequence that should be used in defusing ...
  • Psychology of The Angry Customer: Does culture affect customer service expectations?
    Answer: Indeed, it does, particularly if you construe culture as something that not only refers to countries, but also sub-areas within countries. As an example, you'd ...
  • Communicating With Customers: What's a Verbal Softener?
    Answer: Verbal softeners are phrases and words like "sometimes", "it could be", "perhaps" and so on that state things in a more ambiguous and less harsh ...
  • Communicating With Customers: What is fogging?
    Answer: I've come across two very different explanations of fogging. The first describes it as an assertive communication technique with the following definition: Fogging consists of finding some ...
  • Psychology of The Angry Customer: Why do angry customers often "act like children"
    Answer: The fact that children learn angry and manipulative behaviors doesn’t mean they spend all their waking hours being abusive or manipulating others. As a counter-balance ...
  • Communicating With Customers: How to explain company policy when customer is angry?
    Answer: Explaining Company Rules To An Angry Customer - THE SITUATION In an ideal world, your customers would understand your policies and procedures and abide by them. You ...
  • Communicating With Customers: How to explain company policy when customer is angry?
    Answer: Explaining Company Rules To An Angry Customer - THE SITUATION In an ideal world, your customers would understand your policies and procedures and abide by them. You ...
  • Psychology of The Angry Customer: What does "Avoid Coming Across As Bureaucratic" Mean?
    Answer: From Defusing Hostile Customers Workbook (3rd edition)   Principle: Avoid coming across as bureaucratic when dealing with customers Traditionally, large corporations (e.g.. banks, chain stores, telecommunications) and their ...
  • If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free...: Can I view the complete table of contents before buying It It Wasn't For The
    Answer: We can indeed provide the complete table of contents for If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD ...

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