Dealing with difficult customers
Description
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.
Runtime
26 min
Subjects
- Office practice (56)
- Customer services (86)
- Office management (90)
- Filing systems (38)
- Typewriting (36)
Genre
Date of Publication
[2006], c2004
Database
Films on Demand
Direct Link
https://www.remote.uwosh.edu/login?url=https://fod.infobase.com/PortalPlaylists.aspx?wID=102638&xtid=35176
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