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Managing Anger and Abuse


Model: SDHMAA

 
    
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When customers are angry it is important to deal with them effectively and professionally. You 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 the rules and give warnings before disconnecting

Approximate running time: 16 minutes
Trainers support material included
 
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