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Latest "Diffusing Irate Customers" Posts

How To Handle The Irate Customer

by Nancy Friedman

When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away.

Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers:

Apologize and acknowledge

Sympathize and empathize

Accept responsibility

Prepare to help.

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Posted in Diffusing Irate Customers, Help Desk Training, Inbound Call Centers, Management Development, New Employee Orientation, Personnel Training, Phone Skills Training, Telephone Doctor Blog, Telephone Service Training, Telephone Training

ASAP Technique For Diffusing Angry Customers

by Nancy Friedman
Nancy Friedman the Telephone DoctorIf you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.

Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.

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Posted in Communication Skills, Conflict Resolution, Customer Service Challenges, Customer Service Excellence, Difficult Customer Training, Difficult Customers, Diffusing Irate Customers, Telephone Doctor Blog

Customer Loyalty Training Package

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider!

Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  

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Posted in Appraisals & Interviews, Behavioral-based Interviewing, Business Communication, Call Center Training, Call Center Training Programs, Coaching Skills, Conflict Resolution, Customer Service Challenges, Customer Service Communication, Customer Service Training DVDs, Diffusing Irate Customers, Education Service Training, Email Communications, Employee Satisfaction, Ethics At Work, Government Service Training, Healthcare Service Training, Help Desk Training, Hospitality Service Training, Inbound Call Centers, Internal Customers, Learning Management System, Listening Skills Training, New Employee Orientation, Other DVD Training Courses, Outbound Telesales, Personnel Training, Phone Skills Training, Proactive Customer Service, Questioning Techniques, Receptionist Training, Retail Customer Service Tips, Retail Service Training, Selling Skills, Skills for New Managers, Team Building, Telephone Doctor Blog, Telephone Technique, Telephone Training, What To Say When Training, Workplace Communication, Workshops on Customer Service

How to Handle the Irate Customer

How To Handle The Irate Customers

This best selling customer service training program includes a highly effective four point plan for calming irate customers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes the proven ASAP technique for handling irate customers.

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Posted in Call Center Training, Call Center Training Programs, Communication Skills Training, Conflict Resolution, CRM Service Training, Customer Service Training DVDs, Difficult Customers, Diffusing Irate Customers, DVD Training Courses, eLearning - Customer Service, Empathy Skills Training, Live Support Customer Service, LMS eLearning Courses, Workshops on Customer Service