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Dealing with the Irate Customer (DVD) (20 min.)
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This program runs for approximately 20 minutes.


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 program 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.


Learn how to:

  • 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.



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