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 click here. This is continued from here What Angry People Need…
Category: From Defusing Hostile Customers Workbook (Public Sector)
Learn why customers act hostile and aggressive
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 free material from this book click here. This is continued from…
Defusing Hostile Customers Workbook Example Exercises
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 write responses. At the back of the book, the answers (or…
Sample Defusing Customers Exercise Answers
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 you are doing, and coupling it with a sexist remark implying…
Defusing Hostile Customers Workbook Preface and Instructions
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 Defusing Hostile Customers Workbook – Third Edition – 2010 Written…
Nature of Hostile and Abusive Behavior
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 abuse game. So that we are all on the same…
Learn why customers act badly, and the basic customer defusing principles
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. To read all the free material from this book click here. This…