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…
Author: Robert Bacal
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…
Who NOT To Listen To About Customer Service Improvements
Who NOT To Listen To About Customer Service Improvements by Robert Bacal Social media has provided anyone who wishes to expound on customer service (and many other topics) regardless of their expertise, experience or agendas. This makes it more difficult for businesses to get a handle on who they should be listening to in terms…
I’m NOT A Customer Service Whore! – Rethinking Customer Service
Rethinking Customer Service I’m NOT A Customer Service Whore! When I read the exhortations, particularly by self-styled experts writing on the Internet, I get the distinct impression that the role of the customer service representative, at least in the minds of these “experts”, is to whore to meet the needs, or wants of the customer….
Study Suggests Internet/Social Media Customer Service Discriminates Against The Poor, and Rural Residents, and Aboriginal Peoples
Study Suggests Internet/Social Media Customer Service Discriminates Against The Poor, and Rural Residents Discrimination comes in many forms, and often it happens, not as a result of intent to discriminate, but as a byproduct of other actions. Systemic discrimination occurs when barriers are set in place that often, unintentionally affect a particular group — unintended…