Dealing with the Irate Customer

 
 
 



Also Available:  
Spanish DVD
   
   
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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Full-Length Preview

Online Training

$ 275
Includes access for 25 learners
from $6 ea
Kantola LMS
My LMS

Classroom Streaming

$ 275
Single User Access

DVDs and More

 
$275
Add Spanish Version
$99

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Reviews

"I like the quality of your videos and the reasonable price. Sole practitioners don't have deep pockets for a lot of quality training videos and you make it possible to add to the library."Ralph R. Braithwaite

Limitless Consulting Group
West Hartford, CT
A Kantola Customer Since 2002

"Great video and material. This program has helped us educate our people how to handle difficult situations with irate customers."Chris Davies

Safety Coordinator
City Quinte West
Trenton, Ontario, CA