Let Me Make Myself Perfectly Clear! (from No Problem!)

Dealing with Angry Customers

Like it or not, you're going to deal with angry customers from time to time. And no matter how much they might test your patience, it's really important to keep a mindset that there’s “no problem” to big that can’t be solved. First, start by just letting the customer vent and acknowledge their emotions. Let them know you're listening by restating or agreeing with something they've said. If necessary, gently confront the angry customer to help gain control of the situation. And then, when you feel it's appropriate, begin to move the customer toward a solution.

Competencies

  • Manage Customer Experience

Buying Options

Library License

You may license this resource or the entire video library. Please contact your sales representative for cost-effective license pricing. Enterprise licensing also available.
Sign In to Request Quote

Streaming License

You may license this resource as a streaming video. Please contact your sales representative for cost-effective license pricing. Enterprise licensing also available.
Sign In to Request Quote

USB Key (3-Year License) $1,595.00

Secure USB must be seated in computer in order to run. Content can't be copied or downloaded. License fee allows access to content for three years. Any discussion/workshop materials will be delivered via email.
USB Keys: 

Also Available as: eLearning - Signature

No Problem! Serving Others with Respect™ (eLearning)

No Problem! Serving Others with Respect™ (eLearning)

YOU (the employee) make the difference in how a customer feels, not a policy, not your manager...you! The intent of this course is to show customer service staff and employees some ways of handling difficult situations so that they can effectively respond and leave the customer with a positive, memorable impression.

Training Files (10)

TitleTypeTime/PagesLanguage
No Problem! - Let Me Make Myself Perfectly Clear!
Video with graphics and narrator
Video Vignette03:02 min EnglishDemo
Video Vignette02:28 min EnglishDemo

Additional Information

Angry customers can be tough. Getting them to calm down enough to be able to start the helping process is a task in and of itself. There are five key actions to take when you have an angry customer:

  • Let the customer vent
  • Acknowledge emotions
  • Restate/agree
  • Gently confront
  • Move to solution

More From the Series: No Problem! Serving Others with Respect™


Related Programs & Training Ideas