The Really Angry Customer

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AUSTRALIAN VERSION
(First eight minutes)

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The Really Angry Customer

Just a Call Away Series: DVD 1

Customers become angry when they have unmet expectations and the situation is not handled well. Learn how to calm the customer and get the information needed to deal effectively with the issues.

16 minute DVD with comprehensive leader’s guide.

Includes THE BEST IDEAS EVER FOR HANDLING VERBAL ABUSE!

Training points include:

How to deal with customers in an attacking mode
Turn low quality information into high quality information
Use questions without antagonizing the caller
Skills for staying calm and in control
Focussing on what you can do
Know your limits and how to transfer a call
How to learn from difficult call experiences

This title pairs most effectively with
Just a Call Away Series: DVD 2 Attitude is Everything

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