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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- Video Tutorial: Understanding Customer Anger
In this video, posted more for amusement, you'll see a young woman angry because she's purchased a coffee, and the Starbucks has refused to accept ... - Video 03: Why Should I Learn Defusing Angry Customer Skills?
A question I often get is "Why should I (meaning the customer service rep) go out of my way to learn how to deal with ... - Video 08: How Can I Slow Down A Customer On The Phone?
One of the simplest ways to get a customer to stop ranting over the phone is to use a CONTROL tactic (applying the CARP model), ... - Video 04: Why Can't I Fight Back With An Insulting Customer?
We all have fantasies of fighting fire with fire, when we deal with an abusive, upset, or otherwise nasty customer, and it seems unfair that ... - Video 07 What Do Angry Customers Need From You So They Can Calm Down?
In this seventh episode of the free dealing with angry customers seminar, we look at what angry customers need to calm down, with special attention ... - Video 08a: Why Telephone Silence Works To Get A Customer To Be Quiet?
In our previous video in our free training series, we presented to you a technique called "telephone silence" which is used to get a caller ... - Video 9: What Is Bait In The Context of Angry Customers?
In this video we share with you several very important principles when it comes to dealing with angry customers, whether on the phone or in ...
