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| 63 | | DVD,VHS,Select | Active | DVD | VHS | Select |
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Dealing with the Irate Customer
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Give your employees proven techniques for handling angry customers.
Everyone who deals with the public will sooner or later be faced with a customer who is angry or upset. This video shows simple communication techniques that will help employees manage these stressful situations and find effective solutions before things get out of hand.
Learn how to:
- Recognize the symptoms of anger in themselves and others.
- Identify the three types of anger: controlled, expressed and irrational.
- Employ three tools for responding to controlled anger.
- Use three mechanisms for dealing with expressed anger.
- Know the five steps for handling irrational anger.
Give your employees the tools to help defuse and redirect anger into constructive solutions.
Guarantee: Employees will learn how to resolve disputes and calm angry customers quickly and professionally.
Supporting Materials
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Trainer's Pack:
Module includes a comprehensive trainer's manual and materials to train 25, featuring handouts and role-play exercises that allow participants to practice new mediation skills.
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Which program is right for me?
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Title
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Category
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Audience
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| 63 |
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Anyone who ever has to handle problem customers, either in person or on the phone
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| 52 |
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Any employee who deals with customers and needs help with improving listening skills
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| 48 |
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Those who can use an overall guide to satisfying customers, including phone skills
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| 311 |
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Anyone who interacts with customers and can benefit from understanding how to offer everyone mutual respect
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