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

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• Psychology of The Angry Customer: What Is Hostile and Abusive Customer Behavior?
  Answer: Hostile and Abusive Customer Behavior There is a difference between ...
• Verbal Judo: What is Verbal Judo?
  Answer: When George Thompson was a law enforcement officer, he realized that the standard ways of dealing with "the public" were sufficiently confrontational that they were ...
• Verbal Self Defense Techniques: What Is Verbal Self-Defense?
  Answer: Verbal Self-Defense is a term coined by psycholinguist and author Suzette Haden-Elgin in a series of books. Drawing from traditional psychology and linguistics, and from ...
• Psychology of The Angry Customer: Is There A Difference Between An Angry Customer and A Hostile One?
  Answer: Yes, there is. And, it's an important difference since you will choose to manage an angry customer in a different way than a hostile one. Anger ...
• Psychology of The Angry Customer: When Does Customer Behavior Cross the Line To Verbal Abuse?
  Answer: Expressions of anger from customers are not necessarily verbally abusive. If you work in customer service, you need to accept that anger is a normal ...
• Psychology of The Angry Customer: What Do Customers REALLY Want?
  Answer: Sometimes it seems like customers want EVERYTHING imaginable, or at least it seems so if you listen to the experts on WOWING the customer, surprising ...
• Overview - Customer Service and Angry Customers: Why Should "I" Have To Learn Customer Defusing Skills?
  Answer: It may seem unfair that you are the one that has to learn and use skill to deal with angry and difficult customers, when they ...
• What Should I Do When A Customer...: What Should I Do If My Customer Is In A Hurry?
  Answer: In this day and age, people and customers are often in a hurry to conduct their business and move on. How can you interact with ...
• Psychology of The Angry Customer: Isn't Customer Service About "Respect" and Common Sense? Nope.
  Answer: In a way, yes. Unfortunately it's not that simple. Here's why. When "experts" talk about showing respect to customers, they assume that respect means the same ...
• Psychology of The Angry Customer: What Is The Customer Interaction Escalation/Crisis Cycle?
  Answer: Understanding The Escalation Cycle Angry situations don’t always start with very abusive or hostile behavior. Even a benign conversation can become acrimonious and destructive if each ...
• Psychology of The Angry Customer: Customer Needs/Wants/Customer Expectations - What's The Difference
  Answer: There is some confusion about the meaning of customer expectations. In the customer service literature, it's often said that you need to exceed customer expectations, ...
• Psychology of The Angry Customer: Why Unreasonable Customer Behavior / Has Increased?
  Answer: Overblown Unreasonable Customer Desires Fed by Companies + Low Expectations = Hair Trigger Customer Behavior One thing that has changed over the years is that customers ...

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