by Nancy Friedman When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away. Use our ASAP technique to effectively diffuse and handle […]

by Nancy Friedman If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence. Having a solid strategy in place to handle these situations will be the […]

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  This powerful collection contains […]

How To Handle The Irate Customers DVD Training Course This best selling customer service training program includes a highly effective four point plan for calming irate customers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes […]