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HANDLING COMPLAINTS AND THE IRATE CUSTOMER

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Uploaded by on Feb 11, 2009

Customers are becoming more demanding and in some cases--rude. Complaints are an opportunity to improve existing service and begin delivering quality service. Identifies basic problem solving skills, complex problem and irate customer handling skills. Introduces the concepts of self-talk and CLASS ACT.

Key Points Covered:
Learn why complaints should be considered "opportunities."
Learn why the average business hears from only 4% of its dissatisfied customers. Visualize what the other 96% do.
Learn to know the easiest type of complaint to resolve.
Learn to understand the four basic steps you should take when handling a specific problem.
The more complex problems require expanding these four basic steps. Learn two additional skills needed to diffuse difficult situations.
Irate customers can be upsetting. Learn to know how we can keep from taking it personally.

Category:

Education

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License:

Standard YouTube License

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  • Thanks for the information. Great help :)

  • Excellent video! lovin' the vibe..take care!

  • THESE "customers" are the worst thing they could dig up as examples of "irate customers"? Please! Where I work, compared to the irate customers we've had at times, these people look like Prince Charming!

  • BBULLSHITTT

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