From Hotlines Series
Duration: 16 minutes
When customers are angry it is important to deal with them effectively and professionally.
• Listen positively
• Reduce anger by apologising
• Don't take it personally
• Stay calm
• Be responsive
• Outline the plan to help
• Agree on solution
• If the customer gets abusive, stick to rules and give warnings before disconnecting
DVD with 10 page section in workbook including quizzes and to-dos.
