Developing Customer Service Skills For 30+ Years
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
Chapter II – Part 3 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we explain the purpose of customer angry and hostile behavior. We also discuss the needs of angry people, and the rules of the abuse game. To read all the…
What Do Hostile, Angry Customer Interactions Look Like? This is an excerpt from If It Wasn’t For The Customers, I’d Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber. In this book excerpt we…
Providing Excellent Customer Service Tips For Dealing With Angry Customers This is a surprising good video on the topic of providing good customer service and contains a few hints and tips portrayed in a straight-forward way. In particular pay attention to the section on NOT…
Restaurant Customer Visits Employee At Home and Teaches Him About The Meaning of Customer Service (8.5 minutes) Excellently written and acted 8 minute video on customer service within a restaurant setting. Starting off with a visit by a restaurant customer treated rudely at a restaurant,…
Drum Beat of Trust This video clip is just under four minutes long and is a quick demonstration about how easy it is to hear a customer’s needs, but how very difficult it is to translate those needs to a third party. For more on difficult customer…
How To Provide Good Customer Service Video In this video of about five minutes, some basic hints and techniques are shown and demonstrated using very short film excerpts from a Steve Martin film. The suggestions are basic, but no doubt useful. It looks like the…
Dynamic Customer Service and Employee Empowerment Excerpts Just under eight minutes long, this video has many great tips for empowering your front line employees with ways to solve problems for your customers. These days merely satisfying a customer is not enough, and this video discusses some creative ways…
How to Provide Good Customer Service This five minute video clip is aimed at teenagers working in the fast-food industry, but is sure to find an audience with anyone dealing with angry customers within the service industry. Four essential tips for defusing hostile customers are demonstrated, then…
The Free Video Course On Dealing With Angry Customers Video Index For The Training Course From this page, you’ll be able to access all the lessons in our free video course on dealing with angry customers. It’s really just like a real, live course, so,…
Training Session 6: Staying Safe When Dealing With Angry Customers The Free Angry Customer Training Course: Learning About High Risk, High Gain Behavior There are methods for defusing customers that work well, when they work, but when they don’t work, the backfire badly. So badly,…
