Video 2: Exercise 1: Test your understanding of angry customers

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 ask you to do some serious thinking, and analyse a rather unpleasant audio interaction between a caller and a support person. The video actually contains the instructions, but below are some details.

Purpose of This Lesson

  • Practice thinking about what works and doesn’t work in angry customer interactions.
  • Do an informal self-assessment of your own awareness of what calms down customers and what inflames situations.
  • Help you familiarize yourself with a few defusing principles (second video coming soon)


The video contains a three minute introduction to explain the exercise. Then a phone conversation that I’m asking you to comment upon in the discussion area below. Here’s a few questions to consider, although any comments related to the interaction are welcome.

(It’s really better to add your comments and interactions here, and share them, since it’s just like a live classroom setting that way).

We’ll let people comment and interact if they choose, and then I’ll post the second video in the lesson, which will present my take on the interaction, what went right, what went wrong, and I’ll draw from the interaction a few key principles for defusing.

Some Questions To Answer

  • Overall, would you rate the employee as really good, really bad or somewhere in the middle in terms of how well he worked with the client? Why?
  • Specifically, what if anything did he do well, and would be worth repeating?
  • Also specifically, what if anything did he do badly, that seemed to escalate the conflict interaction.

Try to be as specific as possible about what the employee said. We need to drill down to the actual communication going on here.

Author: Robert Bacal

Leave a Reply