Dealing With Difficult CustomersStreaming Video - 2006
An upset customer is the ultimate test of an employee's professionalism. This 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 attention. Step-by-step dramatizations illustrate the most effective ways of addressing an angry customer, focusing on body language, active listening, and exceeding expectations of good service. The program also establishes boundaries for personal safety, clarifying the proper approach to verbal abuse or physical threats.
Publisher: New York, N.Y. : Films Media Group, , c2004
Characteristics: 1 streaming video file (26 min.) :,sd., col., digital file +,instructional materials (online)