Hotlines. Episode 8, Managing anger and abuse / produced by Ash Quarry Productions.
When customers are angry it is important to deal with them effectively and professionally. Key Learning Points: Listen positively. Reduce anger by apologising. Don't take it personally. Stay calm. Be responsive. Outline the plan to help. Agree on solution. If the customer gets abusive, stick to...
Saved in:
| Online Access: |
Streaming video (Emerson users only) |
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| Corporate Contributor: | |
| Format: | Electronic Video |
| Language: | English |
| Published: |
Bendigo, Victoria :
Video Education Australasia,
2006.
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| Series: | Business and education in video
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| Subjects: | |
| Genre/Form: | Instructional films |
Internet
Streaming video (Emerson users only)Streaming Media
| Call Number: |
Alexander Street Press
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| Online |