617-354-0017

Enterprise Media is your one stop solution for your training needs: including streamed learning, DVDs, USBs, and more.

Short preview

DVD

$295.00

About

Part of the Service Impact Series

Caution! Find Out How to Calm – and Not Calm – the Caustic Client!

In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.

In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.

Learning Points

  • Allow customers to vent
  • Acknowledge customers’ feelings
  • Take ownership of the issue
  • Avoid blaming the customer
  • Focus away from emotions, toward issues
  • Collaborate with customer to solve problem

Purchase Includes

  • Angry Customer DVD (5 Minutes)
  • Facilitators guide on CD-ROM
        Facilitator’s Guide
        Activities
        Discussion Questions
        Student Worksheet
        PowerPoint file
        Pre and Post-Training Assessment

The Angry Customer is part of a new customer service training series designed for today’s high-efficiency, money-saving training needs. Features & Benefits include:

  •  Easy-to-use – includes facilitators manual designed by service experts
  • Highly engaging – quick-paced, lifelike scenario gains
    retains attention
  • Save money – all the quality at 60% off the typical price
  • Save time – quick program for efficient learning and behavioral change
  • Versatile – use for meetings openers, training sessions, and more

Part of the Service Impact! Series™ which is available with discounted pricing.

This is available as part of

Service Impact Series
Make a Positive Impact on Your Service Today!  Service Impact! is a customer service training series designed to be used for meeting openers, training, and more!
Make a Positive Impact on Your Service Today! Service Impact! is a new series of training videos created by one of the top training, certification, and consulting companies. Featuring engaging and lifelike scenarios, training will be enjoyable – and highly effective! Service Impact! is highly versat... read more
Topics
Customer Service
Uses
Dealing With Difficult or Angry Customers
Release Date
Jan 1, 2009
Video Running Time (minutes)
3:00
Producer
Engaging Training
Course ID
00608

You might also like

The Difficult Guest
Learn how to deal with difficult and angry customers in this classic, best selling video.
Satisfy difficult customers by treating them as guests. In this humorous sequel to the best-selling video The Guest, host Ken Sperling encounters a variety of unforgettable characters and their customer service problems. Learn how to identify Distracted Guests who bring their problems with them; Dis... read more
What Do You Say?
What Do You Say? Training Video puts employees on the hot seat as they are challenged with more than 30 awkward, intimidating, sometimes overwhelming customer situations.
When it comes to customer service challenges...the first few seconds and your first few words determine your success or failure.Fast paced, energetic and loaded with excitement... the "What Do You Say?" Training Video puts employees on the hot seat as they are challenged with more than 30 awkward, i... read more
A Complaint is a Gift
Using Customer Feedback as a Strategic Tool  Show your team that complaints are an opportunity for everyone to learn & build customer relationships. True customer service isn’t catchy slogans or empty promises.
Using Customer Feedback as a Strategic Tool In this delightful animated program A Complaint is a Gift, we meet Complaint and join him on his journey through the Land of Catchy Slogans, the Land of Big Promises, and the Land of Lofty Visions as he seeks to be heard, acknowledged, and have his issues ... read more
DVD style course with completion certificate only
Love Your Customers & Love Your Difficult Customers
John O'Hurley's Message will be music to your ears in this humorous customer service training package, "Love Your Customers" and "Love Your Difficult Customers!" Laugh as you learn the essential basics of excellent customer service. 
Hollywood celebrity John O'Hurley explains four essential steps to great service. John O'Hurley is as much as part of business as he is show business. He has been embraced for his business savvy by Business Week, Time, CNBC and more. Most notably known as the eccentric catalogue clothier J. Peterman... read more
Featured Programs DVD style course with completion certificate only
Adventures in Sales, Service, and Self-Esteem
Motivate and inspire your employees to higher levels of sales and service. You'll be entertained with animation, music and effects as you learn six key lessons.  Bonus material on angry customers.
Do you need to motivate and inspire your employees to higher levels of sales and service? Are you looking for good ideas to make your customers happier? Are you looking for a way to deal with angry customers?If you are, then you need Adventures in Sales, Service and Self-Esteem. You’ll be entertaine... read more
DVD style course with completion certificate only
Dealing with the Irate Customer
Angry customers hurt your company's image, disrupt your workday, and cost your company business. Turn angry customers into satisfied customers.
Angry customers hurt your company's image, disrupt your workday, and cost your company business. Dealing with the Irate Customer teaches simple communication techniques that will help employees resolve disputes and calm angry customers quickly and professionally. It's hard to keep your cool when dea... read more
Dealing with Difficult Customers
The Dealing with Difficult Customers training program highlights the patience and diplomacy skills at the heart of good customer service.
An upset customer is the ultimate test of an employee’s professionalism. The Dealing with Difficult Customers training 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 at... read more