How To Deal With Irate Customers And Callers

As a service professional you have likely dealt with a few irate customers. Do you cringe and immediately seek help or worse, do you get angry? Explore the tried and true method to guide unhappy customers through a resolution with this online video training.

This four-point plan reminds you the customer is not angry with you; it is not personal. Viewers learn the ASAP technique to diffuse the situation. Third you must accept a small number of people will need to be passed to a supervisor if ASAP does not work. The last tool for diffusion is “The Swear Stopper” for the customer who becomes verbally abusive or offensive.

Employees in customer-facing positions must be armed with all the tools necessary for success, which must include techniques for diffusing escalated situations. Well-equipped employees are more confident and able to deal with irate customers and callers.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All those who work in customer service

• Introduction
• It's Nothing Personal
• Use The ASAP Technique
• You Can Satisfy Most Of The People Most Of The Time
• Use The Swear Stopper
• Review

• Keeping Your Customers Informed
• Delivering Balanced Customer Service
• Customer Service Words To Avoid