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Customer Reviews... "I spoke with a representative before regarding a previous order and she was very helpful. It made me want to continue to do business with Kantola. Never underestimate the power of good Customer Service."
Heather O’Keefe CHRP
HR Training Consultant
Factors Group of Nutritional Companies Inc.
Coquitlam, British Columbia
A Kantola Customer Since 2003

Best Selling Training Videos

Dealing with the Irate Customer (21 Minutes)


irate customer
angry customers
customer conflict resolution

Dealing with the Irate Customer

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

-- Telly Award Winner --

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.

[CC] Closed Captioned

Guarantee: After watching this customer service video your viewers will have new skills that they can put right to use to calm angry customers. 

Also available in Spanish.

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.

1 Included Free with Each DVD Purchase

$10.95 ea

10+   $6.95 ea
50+   $5.95 ea
100+ $4.95 ea

Dealing with the Irate Customer
Duration:    21  Minutes 

Customer Service Videos,
Best Sellers,
Top 40 Online Video Library,
Closed-Captioned [CC],

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