Dealing with the Irate Customer
20-minute DVD. $169.
45-page study guide.
Its hard to keep your cool when dealing with difficult customers. After all, its only human to get defensive and fight back — or cave in and give customers whatever they demand.
What reps need instead is a plan.
In just 20 minutes the cast of this engaging video illustrate how to remain calm, turn around angry customers, and resolve their problems.
While chatting in a typical breakroom the cast covers a five-part approach to handling difficult customers, which includes:
Dealing with the Irate Customer comes with one copy of the Study Guide. The Guide reviews all of the key points covered in the DVD and directs reps in relating the video to their own work experience.
Use basic customer service skills to turn things around before conflicts develop.
Ask short guiding questions ... lead your customer to making small positive decisions.
Use positive language ... focus on what you can do for the customer.
This 45-page guide reinforces the strategies presented in the video, including the three "breakthrough techniques" for dealing with upset customers.
To learn more about the Study Guide, you may read the sample section, Cooperate and Collaborate with Customers. Youll see just how useful the study guide is for your team.
Your Guarantee of Satisfaction
Dealing with the Irate Customer is guaranteed. We want you to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return it within 30 days for a full refund.