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 interrupting, and NOT overtly trying to calm an angry customer down, since that’s consistent with allowing the customer to vent. We explain this in detail in our book Defusing Hostile Customers Workbook in the section on the C*A*R*P model.
In any event, check this out. It may seem initially that it’s created for teenagers entering the service industry, but watching it is a good investment of a few short minutes.
