Dealing with Difficult or Angry Customers
Über den Vortrag
Der Vortrag „Dealing with Difficult or Angry Customers“ von Tony Hunt ist Bestandteil des Kurses „Brilliant Customer Service (EN)“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Dealing with customers
- Complaint
- Emotionally driven behaviour
- Issue focused behaviour
Quiz zum Vortrag
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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Dozent des Vortrages Dealing with Difficult or Angry Customers
Tony Hunt
Tony Hunt is the MD of UK Seminars. His style is often described as ‘inspirational’, and he always aims to create positive change in people with whom he works. He has significant experience of operating successfully at all levels in an organisation – from induction, through first line management and right up to board level. Additionally he is able to strike the appropriate level of debate on every occasion.
Tony’s work is well known in many countries, e. g. in Europe, in the USA, in the Middle East and in India. His delegate evaluations average 9.0 on a 10 point scale.
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