Chapter II – Part 4 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we explain the key to defusing angry customers – understanding what they want and need in order to calm down. To read all the free material from this book…
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…
Examples of the Exercises Included in the Defusing Hostile Customers Workbook The Defusing Hostile Customers Workbook can be used with or without doing the exercises contained in it, but it’s best to take the time to do them. Each chapter has a set of exercises, and space to…
Exercise Answers – Chapter 11: The Nature of Hostile & Abusive Behavior 2. 1 Bait Identification 2.1.1 I want to speak to someone who knows what they are doing. Is there a man I can speak to? The customer is saying that you don’t know what…
This is a free excerpt from the Defusing Hostile Customer Workbook. While the book is written for use in the government context, you’ll find that the techniques, principles and tactics explained within are applicable to customer service and angry customers in any context or sector. Preface To The…
Chapter II – Part 1 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we introduce some important definitions, and explain when and how people learn to be verbally aggressive. We also discuss the needs of angry people, and the rules of the…
The Nature of Hostile, & Abusive Behavior Part 2/4 In this chapter, from Defusing Hostile Customers Workbook, we introduce some important definitions, and explain when and how people learn to be verbally aggressive. We also discuss the needs of angry people, and the rules of the abuse game….
