How to Handle the Irate Customer: 4-Point Plan for Calming Angry Customers
- Course Format
Video On Demand- Continuing Education Units (CEUs)
- 0.0
- Training Time ?
- 12 to 15 minutes
- Language(s)
- English
- Browsers Supported
- Chrome, IE, Firefox
- Required Plugins
- Flash Player
- Closed Captioning
- No
- Lesson Interactions
- 0
- Quiz Questions
- 10
- Product ID
- tdochthi_vod
- Interactive Producer
- Mastery Technologies, Inc.
- Original Content Producer
- Telephone Doctor
As a service professional you have likely dealt with a number of 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 of the tools necessary for success, which must include techniques for diffusing escalated situations. Well-equipped employees are more confident and able to handle irate customers.
This course is in the Video On Demand format, to read about Video On Demand features click here.
- Full-screen video presentation
- Print certificate of completion
- You have 60 days to complete the course
All those who work in customer service
- It's Nothing Personal
- The ASAP Technique / Satisfy Most of the People
- Swear Stopper
- Bonus Tip: No Excuses
- Review
