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COMPLAINTS & DIFFICULT CUSTOMERS: List of resources
Title & Format Description
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Insights and Strategies Series
Inspire best practice performance with up-to-date knowledge, insights and strategies from a range of business leaders ...
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Switch On - Service
from the series: Switch On Series
Switch on Service is a course designed to develop and maintain positive service attitudes in all staff that provide s...
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Switch On Series
The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinki...
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Getting Motivated
An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive min...
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Damage Control
In Damage Control you will explore a case study of a product launch delivery disaster and a very angry client - all s...
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Managing Difficult Customers and Complaints
Ideal for group training and self-development..with excellent workbook and handouts. Psychologist Peter Quarry and a ...
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Overcoming Objections
Ideal for group training and self-development. With excellent workbook and handouts. Psychologist Peter Quarry and ...
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Passion for Service Excellence
See the difference when people want to provide exceptional service. Learn that when you’re passionate about you...
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Dealing with Abusive & Threatening Calls
Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally. ...
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Handling Upset Customers
from the series: Hotlines Series
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t...
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Managing Anger & Abuse
from the series: Hotlines Series
When customers are angry it is important to deal with them effectively and professionally. ...
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Solving Problems
from the series: Hotlines Series
When faced with a problem staff need to clarify the issues clearly and constructively. They should be resourceful whe...
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Handling Complaints
Resolve problems and gain positive outcomes from difficult situations. ...
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Handling Difficult People
from the series: People Skills Series
Learn practical skills to deal with the know-all, the aggressive person, the joker, the complainer and the dodger. ...
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