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

Angry Customer Tutorial: Spot The Manager Errors


Actually, this isn't a video, but an audio recording along with the text of the conversation between a customer, and a "general manager".

It's absolute GOLD to learn from, primarily to learn a number of subtle ways employees interact with customers in ways that tend to make the situation much worse. In this case, the manager does a number of things that will, in most situations, increase the customer's anger.

 

Exercise #1: It's likely that the manager is correct in his interpretation of the contract, etc. But a lot of customer aggression comes from the WAY it's communicated. The exercise here is a simple one. Identify the things the managers says that you think would escalate most conflicts with customers.

Leave your answers in the comment area.

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