Dealing with the Irate Customer

The angry customer video that teaches best practices for handling difficult customers and turning them into satisfied customers.

It's hard to keep your cool when dealing with difficult or angry customers. After all, it's only human to get defensive and fight back—or cave in and give them whatever they demand.

What you need instead is a plan.

The guidelines presented in this difficult customer video will help you calm angry customers. Once you bring them around, they're more likely to work with you to find a resolution that solves their complaint yet is fair to your organization.

This difficult customers training video includes valuable tactics, including:
  • Connect with the angry customer.
  • Show empathy or apologize if appropriate.
  • Guide the customer's attention toward solving the problem.
  • Use positive language.
  • Have the customer make small decisions.
  • Take a timeout or draw the line.
  • Know what you can offer.

Your employees will learn to stay professional and not take it personally when they have to deal with a difficult customer, whether in retail, health care, government, or wherever. They'll learn that their basic customer service skills are a first line of defense—it's hard for customers to be mean to someone who's being nice to them. And they'll learn three powerful "breakthrough techniques" that can be used if the situation escalates and threatens to get out of hand.

Also Available:

Supporting Materials


Study Guide:
This 45-page guide reinforces the strategies presented in the video, including the three "breakthrough techniques" for dealing with upset customers.

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Dealing with the Irate Customer

KP -DIC DVD

21 Minutes

DVD
Online
SCORM 1.2 Course for your LMS

Online Video

DVDs

 
$189
Includes Free Study Guide
Study Guides
( 10 or more for $ 6.95 )
$10.95

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Reviews

"Your training videos are well done and I like that they are approximately 20 minutes. I have had positive feedback from staff and managers."Linda Skinner

HR Manager
Kitsap Community Resources
Bremerton, WA

"Cost is appropriate, material well done. Teaching aids well-prepared and very useful."Jim Quick

Training Coordinator
Boyne USA Resorts
Harbor Springs, MI