Alternative content
Managing Anger & Abuse
This title is part of the
Hotlines Series
AUD $385.00
Buy Online AUD $365.75
Duration: 16 minutes
Synopsis
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 rules and give warnings before disconnecting
Package Description
DVD with 10 page section in workbook including quizzes and to-dos.
Recommended Audiences:
- Telephone Staff
- Service Staff
Distributed in the following format(s):
- DVD
Available in the following languages:
- English
Media Type:
Video Recording
Presentation Style:
- Drama
Stock Code: HL09
ISBN: 9780980353303
Published: Melbourne
Filmed in: Australia
Originally made: 2000
Remastered: 2006
Copyright held by: VEA
Published by: Eve Ash & Peter Quarry