Understanding The Psychology of Customer Anger
In this video of about six minutes, the subject of angry customers is approached by 1) helping you understand the psychology of customer anger and 2) providing specific suggestions about what you might do to handle customer anger more effectively.
The video itself is part of a series of modules available on a fee basis on the web, but if this one is representative, it might just be a good investment for learning.
A lot of material on dealing with difficult customers or angry customers is superficial and obvious, but even in this short excerpt there’s some good stuff.
Once again, we were pleased to see that the elements in this excerpt line up well with our treatment of angry customers techniques in The Defusing Hostile Customers Workbook.
