Hotlines. Episode 8, Managing anger and abuse /
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...
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| Online Access: |
Full text (MCPHS users only) |
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| Corporate Author: | |
| Format: | Electronic Video |
| Language: | English |
| Published: |
Bendigo, Victoria :
Video Education Australasia,
2006
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| Series: | Business and education in video
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| Subjects: |
