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Hotlines. Episode 8, managing anger and abuse / produced by Ash Quarry Productions.
- Format:
- Video
- Series:
- Academic Video Online
- Language:
- English
- Subjects (All):
- Call centers--Employees--Training of.
- Call centers.
- Customer relations.
- Genre:
- Instructional films.
- Physical Description:
- 1 online resource (15 min.).
- Place of Publication:
- Bendigo, Victoria : Video Education Australasia, 2006.
- Language Note:
- In English.
- Original language in English.
- Summary:
- 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.
- Notes:
- Title from resource description page (viewed Apr. 28, 2014).
- OCLC:
- 890732091
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