An unavoidable part of customer relations is dealing with customers who are angry or upset. Sometimes employees react to these dificut situations by becoming defensive, or even rude. Dealing with the Irate Customer shows simple communication techniques that can help employees feel more confident and more comfortable when under pressure.

Difficulties are solved more easily when employees join with customers to fight the problem, instead of each other. And successful problem solving allows employees to fell a very real sense of accomplishment and professionalism.

Upon completeion of this video training program, viewers will be able to:

• Recognize the symptoms of anger in themselves and others
• Identify the three typs of anger: controlled, expressed and irrational
• Employ three tools for dealing with expressed anger
• Know the five steps for dealing with irrational anger

This might sound complicated, but the scenes in the video help viewers to identify with the techniques that lead to solutions, and to internalise responses they can use when finding themselves suddenly caught up in a confrontation with a customer.