Angry Customers Video Training: Why Telephone Silence Works To Defuse Customers On The Phone Applying The Principle Of Telephone Silence To Other Interactions With Nasty Customers In our previous video (Number 8), you learned about telephone silence. In this followup, you’ll learn why this technique works, and how to apply the same principles to other…
Category: Angry & Difficult Customers
One of the toughest tasks facing customer service representatives is dealing with angry, frustrated, and difficult customers. Fortunately, there are tried and true methods to defuse these difficult situations professionally, and in ways that save time for everyone.
This section contains tips, techniques, and principles to apply to even the toughest customers no matter what sector: retail, service, regulatory and more. Most are taken from my books. You can browse these books on amazon by clicking here.
Hashtag: #defusingangrycustomers
Video 8: Learn How To Get An Angry Telephone Caller To Stop Ranting
Get Angry Phone Callers To Stop Talking And Start Talking WITH You So You Can Help The Customer The Problem: Angry Customers On The Phone Who Won’t Stop Yelling In the eighth episode in our video training series, you will learn about a simple, powerful technique to use to stop ranting customers from yelling at…
Video 7: Psychology of Customer Anger
Psychologically, What Do Irate Customers Need To Calm Down? Understanding Consumer Behavior Helps Us Know How To Defuse Irate Customers The more you understand the psychology of angry people, the better you will be in dealing with the anger. In this video, part 7 of our series on angry consumers, we look at some of…
Angry Customer Video 5: Defuse early
Dealing With Angry Customers: Lesson 5 Two Important Defusing Principles: Start Defusing Early, and What You Focus On You Get More Of In this video you’ll learn the importance of identifying irate customers, and defusing them right from the start, sometimes even before they have had a chance to say a word. The early the…
Video 3: What’s in it for me, the customer service rep., to learn defusing skills
Why Should YOU, A Customer Service Rep. Take The Time To Learn How To Deal With Difficult Customers (Video) If Your Work In Customer Service, Watch This Video Everywhere you look you’ll hear how important good customer service is to the business. That’s great if you OWN the business, but it doesn’t do much if…
Video 2a: Learn Two Essential Principles For Dealing With Angry Customers (Video)
Session 2a: Analysing Our Angry Customer Case Study Did You Identify The Good and Bad In Our Previous Video Lesson? Let’s See. Note: If you haven’t yet viewed the previous video, which contains the 10 minute customer and customer service representative interaction, you should do that first. Answer the questions in the video before continuing…
Video 2: Exercise 1: Test your understanding of angry customers
Training Session #2: Find Out What You Know About Defusing Angry Customers Let’s Get Busy With A Real Life Angry Customer As is the case with any live seminar, the more you put in, the more you get out of it. So, we’re going to ask you to do some serious thinking, and analyse a…
Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele
Natural Disasters Highlight Government and NGO Need To Train Staff To Deal With Frustrated and Emotional Clientele The overwhelming number of government employees are sympathetic to victims of natural disasters, but let’s not forget that employees are under huge stresses themselves, and need to have the skills to cope with the angry, frustrated, needy,…
Research: Link between articulated complaints and customer loyalty
Time to make it easy for customers to complain, because that increases customer loyalty Unarticulated Customer Complaints: Loyalty Killer? By Robert Bacal You may have heard of, or read customer service experts who have said, “Complaints are a gift”, with the idea that even negative customer comments provide important feedback about what companies need to do…
Angry Customers? Here’s the Number ONE Mistake Employees Make
Angry Customers Need To Be Heard First! The #1 Mistake Made Dealing With Angry Customers By Robert Bacal, M. A. We all deal with angry customers, and it’s enough to drive people up the wall. Angry and difficult customers are a major cause of workplace stress, and they eat up huge amounts of your time and the…