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
Lesson 1: Angry Customers Course Overview An Introduction To Our Free Online Customer Service Seminar In the first of our series, we provide you with a bit of an overview about what the video series is about. If you are in a hurry, you can…
Introducing Free Customer Service and Angry Customer Training Videos Welcome To The Bacal & Associates Video Start Page For Customer Service For years I’ve received questions about whether I have an instructional video to go with our customer service, and dealing with angry customers books….
Lesson 4 – The Fantasy of Getting Even With Nasty Customers In this video, featuring chef Gordon Ramsay, we indulge our fantasies about getting even with nasty customers by insutling them, or finding that ultimate crushing verbal repartee that will cause them to scurry off…
Free Training Video: Defusing Difficult and Angry Customers: The CARP Model In our books and seminars we talk about the CARP model for dealing with emotional customers, and it’s actually quite amazing how many people find value in this simple model, that helps them keep…
Free Training Seminar: Dealing With Angry Customers – Session 10 Adult Customers Acting Like Children Explained The more you understand about the psychology of emotion and the psychology of angry customers, the better you will be able to both prevent escalation, and deal with tantrum…
Free Angry Customer Training Videos: Learning About Bait, And The Dangers Of Using Defending Oneself Or Counter-Attacks Gut Emotional Respones To Angry Customers Cause Problems Our gut responses when feeling attacked are to defend oneself, or to counter-attack. It’s really the same as the fight…
