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...
Saved in:
| Online Access: |
Full text (MCPHS users only) |
|---|---|
| Corporate Author: | |
| Format: | Electronic Video |
| Language: | English |
| Published: |
Bendigo, Victoria :
Video Education Australasia,
2006
|
| Series: | Business and education in video
|
| Subjects: |
| Summary: | 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. |
|---|---|
| Item Description: | Title from resource description page (viewed Apr. 28, 2014). |
| Physical Description: | 1 online resource (15 min.). |
| Playing Time: | 00:14:58 |
| Language: | In English. |
