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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- Do You Have Resources For Hostage Negotiation?
Below are a list of some free online articles and studies on the process of hostage negotiation. Just a caution. While some of the techniques ... - Does culture affect customer service expectations?
Indeed, it does, particularly if you construe culture as something that not only refers to countries, but also sub-areas within countries. As an example, you'd ... - Do you have a defusing customers job aid that I can keep by my counter -- something to remind me of the various techniques I could use?
In fact, we do. Many years ago we created a training takeway, called a helpcard, for a client who wanted to provide a copy for ... - Does Wow'ing The Customer Have Negative Side Effects?
On the surface of it, "Wow'ing the customer" seems to have no downside, except for any costs incurred. That's actually not so. The Problem of Habituation ... - Don’t ask questions you don’t want to hear answers to : What Does This Mean?
Principle 10: Don’t ask questions of angry customers, when you don’t want to hear the answers. Questions are an important tool in defusing, but often employees ... - Defusing Angry Customer Training: Part 2, Session 2: Analyzing The Case Study
In this video, we do a quick analysis of the angry customer and whether he was handled well, from the previous lesson. And, you'll learn ... - Do You Handle Internal Customers Differently From External Customers?
Yes, and no. THe defusing techniques on this site and in our books apply to all customers, regardless of whether they are internal or external. ... - Dealing With Negative Customer Comments In Social Media: Priorize, Triage
You don't have to respond to all negative customer comments made about you on social media. In fact, often it's not worth responding, because the ...
