When a Customer Is Angry
€19.00
A course for anyone who serves the public and has to deal with someone who has lost their temper. Why customers get angry, what to do in the first thirty seconds, how to work a complaint through to an agreed outcome, and where your limits are.
Modules: What anger is, and is not - Why customers get angry - The first thirty seconds - Working a complaint through - Your own body and stress - Lines and limits
30 slides. English and Somali in the same file.