The Angry Customer

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The Angry Customer

  • DVD
Price: $295.00
Description

Details

Caution! Find Out How to Calm – and Not Calm – the Caustic Client!

In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.
 
Also view the other programs in the Service Impact Series:
 
Program 1:  Credibility Through Honesty (4 Minutes)
Program 2:  Cross Cultural Communication (4 Minute)
Program 3:  Dimensions of Service (5 Minutes)
Program 4:  Levels of Learning (5 Minutes)
Program 5:  The Angry Customer (3 Minutes)
Length: 3:00 Minutes
Key points

Additional Information

  • Allow customers to vent
  • Acknowledge customers' feelings
  • Take ownership of the issue
  • Avoid blaming the customer
  • Focus away from emotions, toward issues
  • Collaborate with customers to solve problems
Package Includes

Additional Information

DVD, CD-ROM with Facilitator's Guide, Activities, Discussion Questions, Student Worksheet, PowerPoint File, Pre and Post-Training Assessment

Also Available

Cross Cultural Communication

Price: $295.00

Levels of Learning

Price: $295.00

Service Impact Series

Price: $895.00

Credibility Through Honesty

Price: $295.00

Dimensions of Service

Price: $295.00