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

What is Verbal Judo?

When George Thompson was a law enforcement officer, he realized that the standard ways of dealing with "the public" were sufficiently confrontational that they were likely to provoke attacks. As a result of his experience he developed a family of methods and philosophy, call Verbal Judo, that focuses on using WORDS instead of force.

He authored a book, Verbal Judo; The Gentle Art of Persuasion, that maps out a number of techniques that can be used in any situations where emotions are high with customers. 

Search Our Site:

Most popular FAQs RSS

  1. Customer Needs/Wants/Customer Expectations - What's The Difference (118931 views)
  2. What To Do When You Don't Have An Answer ... (68871 views)
  3. When Does Customer Behavior Cross the Line To Verbal ... (58213 views)
  4. Can I view the complete table of contents before ... (53339 views)
  5. What Is Hostile and Abusive Customer Behavior? (52899 views)
  6. Should I Ever Hang Up On A Customer? (50501 views)
  7. How to handle a customer who interrupts my conversation ... (48601 views)
  8. How Can I Be Notified Of Updates To ... (48061 views)
  9. Which of your customer service books would be best ... (46297 views)
  10. How To Build Rapport During The Customer Greeting? (44204 views)

Latest FAQs RSS

  1. I'm a manager and often have to deal with ... ()
  2. I want to fire a customer who is very ... ()
  3. Are My Peers (the people I work with) Internal ... ()
  4. Why do some customers stay angry even after I've ... ()
  5. Should I Ever Hang Up On A Customer? ()

Sticky FAQs