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Dealing with Difficult Customers
©2004

An upset customer is the ultimate test of an employee’s professionalism. This program highlights the patience and diplomacy skills at the heart of good customer service, demonstrating the best strategies for dealing with an irate patron demanding immediate attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service. The program also establishes boundaries for personal safety, clarifying the proper approach to verbal abuse or physical threats. Viewable/printable educational resources are available online. (26 minutes)



Playing preview clip:
Customer Service Skills
It is important to identify the customer’s problem, identify the solution, and consider the exceptions. Have the proper attitude when meeting customers and allow them to "vent."