Hot Under the Collar: Dealing with Angry Customers
17 Minute Training Program

Customers, especially angry ones, can make or break your business! If they are not treated with care, they can hang up and take their business elsewhere--or worse yet, advise others to do the same. If an employee becomes defensive while dealing with an angry customer, the situation could become a major problem.

This video teaches service personnel how to calm angry customers, get to the root of the problem, and handle customers tactfully and effectively.

Key Training Points:

• How to acknowledge customer feelings, get the facts, and uncover needs
• How to solve the problem so the customer will want to come back
• How to suggest alternatives, agree on solutions, and follow through