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Dealing with the Irate Customer

Dealing with the Irate Customer

20-minute DVD. $169.


45-page study guide.
Sold in packs of 10.
$60 per pack.


DVD Samples

Study Guide Samples

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Streaming License


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 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:

Part 1: Your own attitude
  • Don’t take it personally
  • Be professional
  • Cooperate and collaborate

Part 2: Getting back to basics
  • Greet the customer
  • Connect with the customer
  • Listen with your full attention

Part 3: Special skills
  • Show you care
  • Apologize if appropriate
  • Ask short, guiding questions
  • Find something to agree on

Part 4: Advanced techniques
  • Use positive language
  • Allow the customer to make small decisions
  • Know what you can offer

Part 5: Breakthrough techniques
  • Transfer the customer
  • Take a timeout
  • Draw the line

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.

Study Guide

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. You’ll 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.


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Guide to Handling Difficult Customers