How to Handle the Irate Customer

As a service professional you have likely dealt with a number of irate customers. Do you cringe and immediately seek help or worse, do you get angry? Explore the tried and true method to guide unhappy customers through a resolution with this online video training.

This four-point plan reminds you the customer is not angry with you, it is not personal. Viewers learn the ASAP technique to diffuse the situation. Third you must accept a small number of people will need to be passed to a supervisor if ASAP does not work. The last tool for diffusion is “The Swear Stopper” for the customer who becomes verbally abusive or offensive.

Employees in customer-facing positions must be armed with all of the tools necessary for success, which must include techniques for diffusing escalated situations. Well-equipped employees are more confident and able to handle irate customers.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

All those who work in customer service

• Introduction
• It's Nothing Personal
• Use the ASAP Technique
• You Can Satisfy Most of the People Most of the Time
• Use the Swear Stopper
• Bonus Tip: No Excuses
• Review

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute