Video  Finder
Managing Anger & Abuse
This title is part of the Hotlines Series
Duration: 16 minutes
Synopsis

When customers are angry it is important to deal with them effectively and professionally.

Key Learning Points

• 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

Package Description

DVD with 10 page section in workbook including quizzes and to-dos.

Recommended Audiences
  • Telephone Staff
  • Service Staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Drama
STOCK CODE
HL09
ISBN
9780980353303
Published
Melbourne
Filming location
Australia
Release year
2000
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions