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Customer Service - Skills - Hints and Tips:In this section you'll find short hints and tips to help provide better customer service, particularly with customers who are difficult, angry or potentially abusive. Much of the material here involves book excerpts.

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Get Onpoint - Your free guide to work and relationship resources : Customer Service - Skills - Hints and Tips

Learning Resources:

  • What Angry Customers Need And Want

     When you have dealt with an angry customer, you may have asked yourself, "what does this person want from me?", or even perhaps asked the customer this question. It is an important question with a number of answers. Knowing the answers will help you calm down an angry person and reduce hostile behavior directed at you. Learn what angry customers need and want.

  • Principles of Defusing Hostile A Customer

     There are twelve principles that you can use to guide your defusing efforts. Review all twelve to ensure your success the next time you are called upon to defuse a hostile customer.

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