The Really Angry Customer

The Really Angry Customer
An oldie but a goodie!
From the original best selling Just a Call Away Series
 
Click here to purchase an online stream for $20.
 
It may have been made in the time of dragons, when people lived without cell phones and plane tickets were purchased from a customer service agent, but the training remains the same.  Customers become angry when they have unmet expectations and the situation is not handled well.
 
Learn how to calm the customer and get the information needed to deal effectively with the issues.
Includes THE BEST IDEAS EVER FOR HANDLING VERBAL ABUSE!
 
Training points include:
How to deal with customers in an attacking mode
Turn low quality information into high quality information
Use questions without antagonizing the caller
Skills for staying calm and in control
Focussing on what you can do
Know your limits and how to transfer a call
How to learn from difficult call experiences
 
This title pairs most effectively with
Just a Call Away Series:  Video 2 Attitude is Everything