Dealing with the Irate Customer

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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.

 

 

 

 

Dealing with the Irate Customer

KP -DIC DVD

21 Minutes

DVD
Online
SCORM 1.2 Course for your LMS

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Reviews

"We especially liked Dealing with Irate Customers because it takes place in a municipal government setting, which made it more relevant for our employees."Beth Walls

HR Director
City of Levelland, Texas

"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

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