Know what you can offer. What you need instead is a plan. The guidelines presented in this training video will help you calm angry customers. Shows how professional behavior will pay off in improved customer relations. Provide the information below and in just a few short moments you will be previewing Respect, Wage & 10 strategies for dealing … This customer service video teaches skills that help turn angry customers into satisfied customers. Provide the information below and in just a few short moments you will be previewing Price New from Used from DVD-ROM, 2008 "Please retry" $278.99 . Then calmly and respectfully try to diffuse the situation by offering solutions to the problem. [Jackie McNitt; August Communications, Inc.; Advantage Media, Inc.;] -- Demonstrates conflict skills for dealing with customers' controlled, expressed, or irrational anger. SKU: ADI0002 Category: Videos & DVDs. The Dealing with the Irate Customer training program includes valuable tactics, including: Connect with the angry customer. Kantola's Courses, Learn 5114 Balcones Woods Dr. The key to successfully managing an angry customer is to remain calm. Dealing with the Irate Customer - Spanish Version. Take a timeout or draw the line. The customers don’t even know you. (21 Minutes) Learn More If your job entails taking calls or walk-ins from unhappy, irate customers, you’ve got your work cut out for you. We call it the ASAP technique. Free Trial, $ Study Guide: Dealing with the Irate Customer (PKG/10) quantity. Description; Description. Dealing with Angry Customers. You may think that angry customers are unhappy with you. A great new video program from Kantola Productions. It is human nature that when confronted we go into fight or flight mode, fighting back or giving in to their demands. After all, it's only human to get defensive and fight back—or cave in and give them whatever they demand. During my call center days, I’ve developed a formula (which isn’t really something new) to handle irate customers … A customer could be furious because his brand new smartphone didn’t survive a trip through the washing machine. There are four basic steps to handling an irate customer. It’s set up so you can interact, do exercises, etc based on the videos, OR, if you choose you can simply sit back and listen or watch. Dealing with the irate customer. I'm currently in a situation where a customer came to us in need of our services a week before their presentation. Stay calm, and never let your own feelings spiral out of control. Get all the latest updates right in your mailbox. Showing empathy or apologizing if appropriate. For all you know, the customer may be having a bad day or a difficult time in his life. Key takeaway: The best way to handle an upset or angry customer depends on the situation. Suite 307, #331 Dealing with the Irate Customer Expert Kantola . Feelings are key. This is particularly important while handling irate customers in a call center, at a help desk, or in a similar setting. Make sure that you listen actively to their problems or complaints, and resist the urge to interrupt or solve the problem right away. When dealing with difficult customers, your employees will learn to not take it personally and stay professional, no matter the type of organization they are in. You may think that angry customers are unhappy with you. Compliance, Diversity Reassure the customer that you will use your knowledge and experience to coordinate the best possible resolution, even if you need to get the assistance of other parties to achieve it. If your organization already has an account Only $159 - Free preview clips online. Angry customers hurt your company's image, disrupt your workday, and cost your company business. Or whose fault it is. This is the introduction to our new video based series on dealing with irate government clients and customers. Show empathy or apologize if appropriate. ;] -- Demonstrates conflict skills for dealing with customers' controlled, expressed, or irrational anger. The customers don’t even know you. It makes complete sense: Try greeting a pretend client as you would on the phone—out loud—first with a smile, and then without. This is the introduction to our new video based series on dealing with irate government clients and customers. The customer is not attacking you personally; he or she has a problem and is upset. Season 1 - Episode 4 Dealing with irate customer? Dealing with an Irate Customer. Dealing with the Irate Customer teaches simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally. Customers get rude or angry for a variety of reasons—some justified, some not. Practice thinking about what works and doesn’t work in angry customer interactions. Training, Preview Handling angry customers can be one of the most challenging aspects of a job. However, some people can be mean no matter how nice you are. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities. One that is fair to your organization and the customer. Dealing with the Irate Customer II DVD - Angry customers can take their toll on employees, to the point where it can be easy to lose perspective. Seven Basic Angry Customer Principles? We share advice on what to do when dealing with irate customers, including tips, examples and personal guidance to turn the difficult interaction around. It looks like you are using a personal email address. Purpose of This Lesson. The Angry McRib Lady and United Breaks Guitars are my favorites. enter fields. If the customer feels heard, it is often the most important part of the interaction. The internet brims with videos of cases in which customer anger couldn’t be contained. Through simple communication techniques, your employees can learn to calm angry customers professionally and quickly. Use positive language. Learn More, Place your order before 2:30 PM Pacific Time, Monday-Friday, for same-day shipping. Video 07 What Do Angry Customers Need From You So They Can Calm Down? Immediately. Take … Please watch for your notification email in the next few minutes. First, allow the customer to explain their feelings without interruption. I’ll first explain step-by-step the process on dealing with an angry customer, and write a sample conversation between an agent and an angry customer. Soothe the customers’ feelings. of Conduct, Employment We did a live demo of the product, giving them the … Sorry, your browser doesn't support HTML5 video./p>. This makes it important that you are able to handle angry customers effectively when the situation arises. Make sure that you listen actively to their problems or complaints, and resist the urge to interrupt or solve the problem right away. See the top customer service conflict resolution tips for handling difficult customers on the phone. Dealing with difficult customers can be challenging. Irate customers disrupt your workday, damage your company's image and cost your company business. It's hard to keep your cool when dealing with difficult or angry customers. This is the Number 1 rule to remember when dealing with a challenging client. See all formats and editions Hide other formats and editions. This customer service video includes valuable tactics, including: Connect with the angry customer. No matter how frustrated or angry you are, you will need to show professionalism when dealing with these customers. This training video includes valuable tactics, including: Connect with the angry customer. Use positive language. It happens on a regular basis! If this happens to you, then don’t despair. Guide the customer's attention toward solving the problem. 7. Show empathy or apologize if appropriate. Handling Difficult Customers in a Public Service Environment. Dealing with the Irate Customer teaches simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally. -Guide the customer's attention toward solving the problem. An upset customer is the ultimate test of an employee’s professionalism. More, Work Readiness and Job Development Specialist Louisiana Association for the Blind Shreveport, LA, Limitless Consulting Group West Hartford, CT A Kantola Customer Since 2002. About you questions etc handle the situation well, you will deal with angry customers quickly professionally... Cool when dealing with difficult customers can be an eye-opening and help you in your overall customer management skills have. 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