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Angry Customer

Author: Infobase,; Big World (Firm)
Publisher: [Place of publication not identified] : Big World, New York, N.Y. : Distributed by Infobase, [2009] 2019. ©2009
Series: Service Impact!.
Edition/Format:   eVideo : Clipart/images/graphics : EnglishView all editions and formats
Summary:
This discussion starter presents a scenario of customer service representative Carlos, who violates every rule of dealing with an angry customer and whose behavior causes the situation to escalate. It then shows how Angela takes over with the customer and applies the four steps to calming angry customers - allow them to vent, empathize, redirect away from emotion and towards the issue, and use closed ended questions  Read more...
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Details

Genre/Form: Internet videos
Material Type: Clipart/images/graphics, Internet resource, Videorecording
Document Type: Internet Resource, Computer File, Visual material
All Authors / Contributors: Infobase,; Big World (Firm)
OCLC Number: 1107444138
Language Note: Closed-captioned.
Notes: Originally released by Big World, 2009.
Streaming video file encoded with permission for digital streaming by Infobase on April 18, 2019.
Angry Customer (3:17);
Target Audience: 9 - 12, Academic/AP
Description: 1 online resource (1 video file (3 min., 17 sec)) : sound, color.
Series Title: Service Impact!.
Responsibility: Big World.

Abstract:

This discussion starter presents a scenario of customer service representative Carlos, who violates every rule of dealing with an angry customer and whose behavior causes the situation to escalate. It then shows how Angela takes over with the customer and applies the four steps to calming angry customers - allow them to vent, empathize, redirect away from emotion and towards the issue, and use closed ended questions to satisfy.

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Linked Data


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