Video 11: The CARP Model For Dealing With Upset Customers

Free Training Video: Defusing Difficult and Angry Customers: The CARP Model

In our books and seminars we talk about the CARP model for dealing with emotional customers, and it’s actually quite amazing how many people find value in this simple model, that helps them keep in mind what they need to do first, second, etc. Timing IS everything when it comes to difficult customers.

The specific defusing skills we teach people actually all “hang” on the skeleton outline presented in the CARP model so we created a video to explain it.

Author: Robert Bacal

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