Hot Under The Collar

Angry Customers Can Make or Break Your Business!

This video teaches service personnel how to calm angry customers, get to the root of the problem, and handle customers tactfully and effectively.

Customers, especially angry ones, can make or break your business! If they are not treated with care, they can hang up and take their business elsewhere--or worse yet, advise others to do the same. If an employee becomes defensive while dealing with an angry customer, the situation could become a major problem.

• How to acknowledge customer feelings, get the facts, and uncover needs
• How to solve the problem so the customer will want to come back
• How to suggest alternatives, agree on solutions, and follow through

• 1 DVD or Videotape
• 1 Training Leader's Guide