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Dealing With The Irate Customer

$169.00 - $299.00
SKU 4338-ENDVBUSTFU
Full Length 21 min

The guidelines presented in this training video will help you calm angry customers. Once you bring them around, they're more likely to work with you to find a resolution that solves their complaint yet is fair to your organization. This customer service video includes valuable tactics, including:

- Connect with the angry customer
- Show empathy or apologize if appropriate
- Guide the customer's attention toward solving the problem
- Use positive language
- Have the customer make small decisions
- Take a timeout or draw the line
- Know 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. Workbook included in purchase. Additional workbooks available at an additional cost.

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  • 4338-ENDVBUSTFU Preview Video
    Please call for details (800-311-1143)
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    Language
    English
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    - Additional metafields for 4338-ENDVBUSTFU -
    NS Key Value
    data Category-1 Human Resources
    data Category-2 Customer Service
    data CopyrightDate 2009
    data IsPurchasable 0
    data SalesforceID 01t46000001e1OIAAY
    data VimeoID 431928257
    specs Length 21
  • 4338-ENSCRESTFU
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    SCORM
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    - Additional metafields for 4338-ENSCRESTFU -
    NS Key Value
    data Category-1 Human Resources
    data Category-2 Customer Service
    data IsPurchasable 0
    data SalesforceID 01t46000001e1OMAAY
    specs Length 21
  • 4338-ENSTRESTFU
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    English
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    - Additional metafields for 4338-ENSTRESTFU -
    NS Key Value
    data Category-1 Human Resources
    data Category-2 Customer Service
    data IsPurchasable 0
    data SalesforceID 01t46000001bYBvAAM
    specs Length 21
  • 4338-SPDVBUSTFU
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    Language
    Spanish
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    - Additional metafields for 4338-SPDVBUSTFU -
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    data Category-1 Human Resources
    data Category-2 Customer Service
    data IsPurchasable 0
    data SalesforceID 01t46000001e1OKAAY
    specs Length 21

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