Dealing with the irate customer [videorecording].
Material type:
Visual materialPublisher: Mill Valley, CA : Kantola Productions, LLC., 2009.Description: 1 x DVD + 1 study guide ; 21 mins.Subject(s): Customer Service -- Video | Communication -- Video | New Training -- Video | Phone Skills| Item type | Home library | Call number | Status | Date due | Barcode | Item holds |
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| NON-FICTION KIT | University of Wollongong in Dubai Non-Fiction Kit | 651.73 DE AL (Browse shelf) | Available | T0041472 |
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| 428.6 PE RU Peruvian weavers | 428.6 TA IK Taiko Master | 428.6 VO LC Volcano trek | 651.73 DE AL Dealing with the irate customer | 657.3 ST AN The Stanford video guide to financial statements for non-financial managers : a tale of two restaurants. | 658.3 LE GA Legal survival skills for the modern manager | 658.311 HI RI Hiring success a step-by-step guide / |
1 x DVD + 1 study guide.
It's hard to keep your cool when dealing with difficult customers. After all, it's only human to get defensive and fight backor 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.