Dealing with the Irate Customer

 
 
 


Dealing with the Irate Customer (21 Min)
   
Also Available:   Customer Service Collection (7 Courses)
    Spanish Version
   
The course that teaches all your employees how they can turn difficult customers 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.

This course covers tactics including:
  • Connecting with the angry customer.
  • Showing empathy or apologizing if appropriate.
  • Guiding the customer's attention toward solving the problem.
  • Using positive language.
  • Having the customer make small decisions.
  • Taking a timeout or drawing the line.
  • Knowing 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.

Supporting Materials


Study Guide:

  • 45 pages
  • Illustrated
  • Reinforces strategies in video
  • 3 "Breakthrough" Techniques
  • and more!
  • $6 each
  • Sold in packs of 10
  • 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

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    $ 299
    Includes access for 25 learners
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    $199
    10-Pack of Study Guides
    $60
    Add Spanish Version
    $99

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    Reviews

    "Excellent. This was purchased for ward clerks in an acute hospital. It will be shown to many more disciplines."Ruth Weidaver, RN

    Staff Development, Education
    KRMC
    Kalispell, MT

    "Great selection of products--covers most situations--very quick online service--I will be back as I do numerous seminars/presentations during the year--your product saves me time and time is money."William R. Saunders, Colonel, USAF Retired

    President
    The Saunders Executive Resources Group, LLC
    Macon, GA