Abusive Customers: Customer Service Training : How to Focus on Solutions in Customer Service

Learn to concentrate on what can be done with the customer service situation with expert retail sales management advice in this free online customer service video clip.

Expert: Pamela Unruh
Bio: Pamela Unruh has been working in the customer service industry for nearly twenty years. She has a great amount of experience on the subject, and has been a corporate trainer in the field.
Filmmaker: Reel Media LLC

Category:

Howto & Style

Tags:

• customer
• service
• tough
• abusive
• customers
• retail
• nightmare
• employee
• training

[mattewmarshall]

Thanks for the information. Great help :)

[smedheat]

r u saying the customer is NOT always right?

[GlennJWhittier]

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[avmf8]

@lelandjune Yes I am aware viruses can slow the computer down so can viruses. But I would note a slow speed in everything not just internet. If I can run a graphic intensive game on full settings then its not that.

I can tell the differnce between slow internet and slow speed. Also the vorus cannot affect both those computers are not connected to each other in any way. ! computer is connected with wireless the other wired. So one getting a virus cannot affect the other.

[lelandjune]

Do you know that a lot of viruses can slow down your computer? If your computer was affected by a virus, most likely the other computer will be affected too. If the service of your Internet provider is really not meeting the speed that was in the contract, then ask yourself, are you the only one who's having that problem? Have you heard other people complaining about this issue? If yes, then the problem is with the provider. If no, the problem is in your computer.

[avmf8]

@lelandjune No it was'nt with my computer that is the point of it. I had more then one PC and they were trying to say something was wrong with both computers. Give me a break 2 computers breaking in the same manner is really impossible.

This vid acts like the customer is always the stupid one. Which may be true sometimes but here is the thing. Customer service are being paid to deal with morons.

The vid should also say to hire people who know what they are doing.

[lelandjune]

Well, maybe the problem is in your computer. ^^

[jetpromys]

I think she's giving good advice. Most CSRs don't have the authority to dissolve contracts. If anything could be added to this, it would be to say that if the customer refuses to give any of the options you offer a chance, then try to connect them with a supervisor or someone else with more authority.

[avmf8]

I don't agree with this video. For example I had an ISP where I was in a contract for 3 years for high speed. Though it was about as fast as dialup all of a sudden and many phone calls they just refused to fix it. So I told them I wanted to be done with them and I wanted to cancel it since the contract was for high speed not dialup I do not call that being impossible.

[service1966]

good video