Essentially this is the "kick-off" to our free series. As is the case with my live seminars, we'll look at a real life example of an angry customer -- actually an abusive customer, and how the employee taking the support phone call handles the call.
The point is to help you hone your skills at identifying what kinds of customer representative language, approaches and behavior work to escalate conflicts with customers, and what kinds of things help to cool things down.
Getting The Most From The Video
As with any training, you'll gain the most by participating in the comments section, and answering the questions posed in the instructional video.
- How would you rate the customer service rep on a scale of 1-10 in terms of his handling of the call?
- What, if anything, did the customer service employee do WELL?
- What, if anything did the customer service staff member do badly?
- How would you have handled this situation to calm it down, and improved upon what happened?