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Managing Anger and Abuse
Hotlines Series Program 9

Year

2000

Producer

Ash Quarry Library

Country of Origin

Australia

Duration

00:16:00

Product Code

ASH00004000

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Description

When customers are angry it is important to deal with them effectively and professionally. Staff need to: * 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

Key Product Data

Ash Quarry Library Logo

Production Year
2000

Duration
00:16:00

Producer
Ash Quarry Library

Country Of Origin
Australia

Level
Professional

Product Code
ASH00004000