TRICKY CUSTOMERS: How To Stay Cool Under Pressure
This program gives a simple plan for dealing with tricky customers. Many behaviours qualify as tricky. Customers may be impatient, rude, ungrateful, complaining or just hard to please. The behaviour that most people find hard to manage is the angry or irate customer. This program shows how easy it is for the service giver to be drawn into an argument. The focus then moves from the issue at hand to who is going to win or lose.
Take the H.E.A.T. is a simple plan for dealing with angry or irate customers: Hear them out. Empathize. Apologize. Take action. Real-life scenes contrast ineffective behaviours with those used by people who can "take the H.E.A.T". A commentary is given with a studio audience.
BONUS FEATURE - The Manager and Tricky Customers (4 minutes) - Some managers are reluctant to get involved with tricky customers. A retail situation demonstrates the difference between the manager who just observes his staff member and the one who goes to her defense.
*Includes Training Guide
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