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Video Vignettes ID: 2990

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.

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No Problem! - Let Me Make Myself Perfectly Clear!3 min
Video Vignette

No Problem! - Let Me Make Myself Perfectly Clear!

Video with graphics and narrator
CC HD 1080
No Problem! - Let Me Make Myself Perfectly Clear!2 min
Video Vignette

No Problem! - Let Me Make Myself Perfectly Clear!

Video without narrator
CC HD 1080

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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. Video will not stream on networks. License fee allows unlimited access to content for three years. Associated discussion/workshop materials will be delivered digitally.

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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™

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Also Available as

No Problem! Serving Others with Respect™ (eLearning)
Signature Course
No Problem! Serving Others with Respect™ (eLearning)

Topics

Competencies

  • Manage Customer Experience

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