Irate customers are an unfortunate fact of life. Whether you work in a commercial establishment or a bank, a government office or a medical clinic, sooner or later you will have to deal with an angry or upset customer. When this happens, it’s important to be prepared.

Learn how to: Control your own attitude and not take it personally; connect with the customer and show you care; ask short, guiding questions and focus on a solution; use positive language and know what you can offer.

This program covers specific skills long with “Breaking Techniques” that can be used in extreme cases to help you calm the situation and resolve the customer’s problem.

DVD – Kantola Productions – 20 minutes