EMC: Abstract: Dealing with Difficult Customers

EMC Home  New Titles  All Titles  Abstracts  Topical Index  Withdrawn  CSS Home

Search

Dealing with Difficult Customers

• 1986 ----- color ----- 14 min ----- vhs
• Shows the most effective way to deal with difficult, unhappy, even hostile customers. Follows three dissatisfied customers and their difficult situations on the telephone and in the field. Five steps for dealing with difficult customers are presented: (1) Maintaining a friendly and professional attitude, (2) Acknowledging the situation, (3) Calming the customer, (4) Focusing on the problem, and (5) Handling the problem. (Restricted to use by certain authorized institutions)
• Topics: (Business Administration, Management, Personnel Management)

		Educational Media Collection risimiki@u.washington.edu Modified: January 11, 2007