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.

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


    21 Minutes

    SCORM 1.2 Course for your LMS

    Try it Now

    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

    10-Pack of Study Guides
    Add Spanish Version

    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


    "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

    "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

    The Saunders Executive Resources Group, LLC
    Macon, GA