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Lesson
 
Managing angry customers
Managing angry customers [yx7rs8LmeI]
Customer service will inevitably deal with angry customers. This lesson examines different approaches and techniques for dealing with angry customers.
Educator:
Philip Lacey Philip Lacey
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Title
Description
Duration
Consideration: Let Them Vent
Anger is a limited resource, so when the valve is released it’s usually better to just let an angry or diffi …
2
Consideration: Earning the customers respect and having equal status
Dealing with Customers Who Are Bullies and Rude - When a customer enters your place of business are they makin …
3
Consideration: How to Deal With Difficult People - Asking questions
Brian Tracey discusses. Your ability to deal with difficult people will have more of an influence on your o …
3
Consideration: How to de-escalate someone (serious cases)
Dr. Christian Conte, a renowned expert in anger management, shares how to de-escalate anyone who is out of con …
8
Phone Approach: Dealing with Verbally Abusive Customers
Customer service strategist, Jeff Mowatt reveals tips on how to deal with customers who are hostile, swearing, …
4
Phone Approach: Handling Customer Complaints: Defusing Frustration
Defuse frustration. Allow venting. Listing with empathy and an open mind and acknowledge their problem.
3
Person to Person : Dealing with an Angry Customer
In store working with customer complaints approach. 1. Stay Calm 2. Actively Listen 3. Repeat the concerns …
3
Person to Person : Dealing with the Irate Customer
Kantola Training Solutions suggest important considerations in dealing with irate customers.
5
Person to Person : Customer Service Counts
In this clip, the narrator explains how to deal with angry customers. Other scenes in this video include speak …
2




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