Dealing with Difficult or Angry Customers
About the Lecture
The lecture Dealing with Difficult or Angry Customers by Tony Hunt is from the course Brilliant Customer Service (EN). It contains the following chapters:
- Dealing with customers
- Complaint
- Emotionally driven behaviour
- Issue focused behaviour
Included Quiz Questions
What happens if somebody is dissatisfied?
- Only 4 out of 100 complain about.
- Only 1 out of 100 complains about.
- Only 10 out of 100 complain about.
- No one complains about.
What are steps of the customer complaint strategy?
- Offer to fix the problem.
- Take responsibility.
- Apologize.
- Keep cool.
What is the methodology of complaint fixing?
- Move a solution.
- Show if you don`t understand.
- Delegate control.
- Use defensive listening.
What are criteria of moderate emotionally driven behaviour?
- Sniping comments
- Controlled anger
- Sarcasm
- Tears
How can you handle the potential Quiet Assassin?
- Be very polite.
- Be very rude.
- Be very careful.
- Be very offensive.
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Author of lecture Dealing with Difficult or Angry Customers
Tony Hunt
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