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Hot
Under the Collar: Dealing With Angry Customers
Customers,
especially angry ones, can make or break your business! If
they are not treated with care, they can hang up and take
their business elsewhere--or worse yet, advise others to do
the same. If an employee becomes defensive while dealing with
an angry customer, the situation could become a major problem.
This video teaches service personnel how to calm angry customers,
get to the root of the problem, and handle customers tactfully
and effectively.
Key
Training Points:
- How
to acknowledge customer feelings, get the facts, and uncover
needs
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How to solve the problem so the customer will want to come
back
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How to suggest alternatives, agree on solutions, and follow
through
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