Dealing with the Irate Customer II - DVD

2009 Telly Award Winner!

It's hard to keep your cool when dealing with difficult customers. After all, it's only human to get defensive and fight back—or cave in and give them whatever they demand.

What you need instead is a plan.

The guidelines presented in this training video will help you calm angry customers. Once you bring them around, they're more likely to work with you to find a resolution that solves their complaint yet is fair to your organization.

This customer service video includes valuable tactics, including:

• Connect with the angry customer.
• Show empathy or apologize if appropriate.
• Guide the customer's attention toward solving the problem.
• Use positive language.
• Have the customer make small decisions.
• Take a timeout or draw the line.
• Know what you can offer.

Your employees will learn to stay professional and not take it personally when they have to deal with difficult customers, whether in retail, health care, government, or wherever. They'll learn that their basic customer service skills are a first line of defense—it's hard for customers to be mean to someone who's being nice to them. And they'll learn three powerful "breakthrough techniques" that can be used if the situation escalates and threatens to get out of hand.

[CC] Closed Captioned 

Duration: 21 minutes

Online Video Streaming Option:

• 1 Year Access via Internet or Intranet
• $4.25 per user 
• Minimum order: $85.00
• Streaming Set-Up Fee: 85.00 

Setting-Up Stream Video is Easy

We offer you easy and convenient ways to quickly get started streaming videos to learners in your organization. 

We offer two viewing options,  you may view courses over our partner's turnkey Learning Management System (LMS) or you may use your organization's own LSM or intranet. Both options are provided at the same affordable pricing.

• Use our Partners Video-on-Demand LSM Platform -  This options gives you the abiltiy to view videos over our LMS without any technical involement. We provide you with a Windows Media File and admisistrator password. Your employees long-on to to view the video over the internet on their desktops or laptops. Your company's account administrator has access to notification and may have tracking tools to ensure your training program meets its goals. Most videos are followed by a short post-training quiz, to assess learner knowledge and retention. 
• Use Your Company's LMS or Intranet Platform - You can license our video content for use on your intranet or Learning Management System (LMS)? By streaming our video training, you'll provide your employees with convenient access from their desktops, and on their schedules. 

Contact our support team for additional information and a quote today.