The Angry Customer - DVD

Find Out How to Calm – and Not Calm – the Caustic Client! Humorous, broadcast-quality DVD packed with strategies for handling abusive customers.

In Part 1, service representative Carlos violates every rule for dealing with angry customers, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, Angela knows the four strategies for how to handle irate customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and reduces the cost of unhappy customers

Benefits:

•    Easy-to-use – includes facilitators manual designed by service experts

•    Highly engaging – quick-paced, lifelike scenarios show how to handle angry customer calls

•    Save money – broadcast-quality video while saving 60% off average training video price

•    Save time – quick program for efficient learning and behavioral change

•    Versatile – use for meetings openers, training sessions, and more 

Main Learning Points on how to handle angry customers

•    Allow customers to vent

•    Acknowledge customers’ feelings

•    Take ownership of the issue

•    Avoid blaming the customer

•    Focus away from emotions, toward issues

•    Collaborate with customer to solve problem 

Special Bonus! Facilitator's Guide on CD-ROM types of difficult customers

•    PowerPoint Presentation

•    Interactive Activities

•    Trainee Worksheet

•    Discussion Questions

•    Pre and Post-Training Assessment