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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- Customer Needs/Wants/Customer Expectations - What's The Difference
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, ... - Can you explain the origins of the CARP model for defusing hostile customers?
The CARP model for dealing with difficult, emotional or angry customers came out of my early work with front line employees who often had to ... - Can you explain the CARP Model in brief? (#custserv)
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 ... - Could You Explain "Bait" In Terms of The Angry Customer?
We've said that the major purpose or goal of the attacker is to control your emotional reactions and behavior. The attacker wants to take and ... - Customer threatens to go over my head: What to do?
THE SITUATION - Customer Threatens To Go Over Your Head An angry customer may threaten to go over your head,demand to speak with your supervisor or ... - Customer threatens to go over my head: What to do?
THE SITUATION - Customer Threatens To Go Over Your Head An angry customer may threaten to go over your head,demand to speak with your supervisor or ... - Comment Area - We Need Your Feedback
Since we just launched this site to provide tips, advice, and concepts on customer service, and more specifically about dealing with difficult and angry customers, ... - Can I view the complete table of contents before buying It It Wasn't For The Customers?
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 ... - Could you explain the "Every Person Is Different" Principle?
Lots of Customer Service Advice Simply Too Generic If you read a lot about customer service, you'll see sweeping generalizations about how to treat customers, and ... - Can you explain how Control works with an example with an angry customer?
Control When you communicate with an irate customer, he will often “take the floor”, refusing to stop talking long enough to listen to you. Often, this ... - Can you explain assertiveness, vs aggressiveness and passiveness with angry customers?
From Principle #6 in If It Wasn't For The Customers I'd Really Like This Job Be assertive, not aggressive or passive. Being assertive means that you act ... - Can I Use Videos To Get Better With Angry Customers?
Yes. Of course there's professionally produced videos designed for just that purpose, but one problem is they are hugely expensive. So, here's a great alternative ... - Can You Give Specific Examples Of Changing Confrontational Language To Cooperative Language?
Yes. it helps to have concrete examples. Below is a table from If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers ... - Can I Use Your Videos In My Workplace and In Training?
Actually, you can use our videos for any purpose you like, and you can do so without obtaining any permissions or paying any fees. While ... - Can I Preview "If It Wasn't For The Customers..." Free
Yes, you can. We've just set up the ability for potential customers looking for resources for their customer service representatives to improve their customer skills, ...
