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.

$6 each

20+   $5 ea
50+   $4 ea

Dealing with the Irate Customer

KP -DIC DVD

21 Minutes

DVD
Online
SCORM 1.2 Course for your LMS

Online Video

DVDs and More

 
$189
10-Pack of Study Guides
$60

We offer a 30-day return policy, no questions asked. Learn More

Place your order before 2:30 PM Pacific Time, Monday-Friday, for same-day shipping. Learn More

Reviews

"Very good film; like the scenarios -- they work well in training."Nancy Collins

HR Manager
South Texas Medical Clinics P.A.
Wharton, TX

"The training is going very well. Our Customer Survey is currently under way and many of our Agents have said the “Dealing with an Irate Customer” video has been the most helpful of all the videos.

The “Wednesday’s Touch” video is the department’s favorite. We are a call center and we discuss the similarities between holding a person’s hand face to face and holding a person’s hand over the phone.

Being able to have the employees log in at their desks saved 56 hours of phone time in one week. I do appreciate your help and the quick set up you provided so I could have the department through 4 classes before our survey started!

Thank you!"
Sheri Lucas

Consumer Services Quality Analyst
The Members Group
Des Moines, IA