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…
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…
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…
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…
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…
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…
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…
Angry Customers Need To Be Heard First! The #1 Mistake Made Dealing With Angry Customers By Robert Bacal, M. A. We all deal with angry customers, and it’s enough to drive people up the wall. Angry and difficult customers are a major cause of workplace stress, and…
Referring Customers – An Important Part of Customer Service by Robert Bacal When customers are referred to other members within an organization, they can feel frustrated and perhaps even become hostile if they feel they are getting the “run around”. Read on for some great tips on…
At Your Service: The Ten Commandments of Great Customer Service! by Susan Friedmann, CSP Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and…
