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Dealing with the Irate Customer II - DVD

Dealing with the Irate Customer II - DVD

(DVD or Video Streaming)

A customer service video that teaches skills to turn angry customers into satisfied customers. Angry customers can take their toll on employees, to the point where it can be easy to lose perspective. In this updated version of the classic training video, a frustrated employee receives advice from his coworkers on how to better handle difficult customers.

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Additional information about: Dealing with the Irate Customer II - DVD

2009 Telly Award Winner!

It's hard to keep your cool when dealing with difficult customers. After all, it's only human to get defensive and fight back—or cave in and give them whatever they demand.

What you need instead is a plan.

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 difficult customers, 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.

[CC] Closed Captioned 

Duration: 21 minutes 


Online Video Streaming Option:

We offer you easy and convenient ways to quickly get started streaming videos to learners in your organization

We offer two viewing options, you may view courses over our partner's Learning Management System (LMS) or you may use your organization's own LSM or intranet. Both options are provided at the same affordable pricing.

Use Our Partners LMS 
Get access the use our partners LMS at no additional charge. License this video program for online training and we’ll set you up with your own customized area within our LMS!

Use Your Own LMS
Many of our customers use their own learning management system (LMS). When you license our content we’ll provide you with a SCORM file that you can import and run in your LMS.

Pricing

  • 1 Year Access
  • 1- 20 Users ($179.00)
  • 21-49 Users ($5.00)
  • 50+ Users - call for pricing

Contact our support team for additional information and a quote today.

Free Preview of: Dealing with the Irate Customer II (DVD)