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

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 person.


The concepts are simple but powerful:

  • Don't take the bait (respond directly to insults, verbal attacks, etc) because to do so means you are hooked like a fish, and end up giving away control of the conversation to the angry person, and that means wasted time, and stress.
  • Don't defend yourself against insults and verbal attacks
  • Don't counter-attack either.

Doing any of these plays into the control game that the customer is using, and it will COST you.

Search Our Site:

Most popular FAQs RSS

  1. Customer Needs/Wants/Customer Expectations - What's The Difference (105326 views)
  2. What To Do When You Don't Have An Answer ... (55074 views)
  3. When Does Customer Behavior Cross the Line To Verbal ... (50925 views)
  4. What Is Hostile and Abusive Customer Behavior? (46201 views)
  5. How to handle a customer who interrupts my conversation ... (41802 views)
  6. Should I Ever Hang Up On A Customer? (41386 views)
  7. What Is Cooperative Communication? (37794 views)
  8. How To Build Rapport During The Customer Greeting? (37769 views)
  9. How Do You Use The Non-Verbal Stop Sign With ... (35671 views)
  10. How Can I Be Notified Of Updates To ... (35092 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