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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- Are Hostage Negotiation Techniques Similar To Defusing Angry Customers Techniques?
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 ... - Are Internal Customers As Important As "Paying" Customers?
First, don't assume that internal customers aren't "paying", just because you may not see an exchange of money. Often companies WILL transfer money from an ... - 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 ... - Angry Customer Tutorial: Responding To Angry Voice Mail
In this audio record (actually voice mail), you'll hear a customer leaving a voice mail about a biling and pickup problem. (please note that this ... - Angry Customer Tutorial: Where Does This Dell Employee Go Wrong (Or RIght)
In this approximately four minute audio/video clip, you'll hear a Dell customer and a Dell service representative talking about a computer issue, where the customer ... - Angry Customer Training: Session 2: Spot The Errors
In part 1 of our second free training session on dealing with difficult customers, we use a real case study of an angry phone caller ... - A B2B Customer Wants My Cell Number. I Don't Want To Give It Out. What To Do?
Presumably the customer wants to contact you in situations where you shouldn't necessarily be contactable -- outside of office hours, or on personal time. Unless you ... - Are My Peers (the people I work with) Internal Customers?
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