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IGTC01CS - Customer Service Handling Abusive Customers (EN)
01 - Introduction
02 - Understanding why customers are abusive (2:53)
01 - Handling Abusive Customers (0:58)
02 - 1. Handling an Abusive Customer
01 - Assessing the customer service interaction (2:50)
02 - Reassuring the customer (3:20)
03 - Using empathy to show you care (3:27)
04 - Changing the customer focus (3:15)
05 - Resolving the customer-s issue (2:37)
06 - Aborting the interaction (3:44)
07 - Following up with the customer (3:43)
03 - 2. Examples of How to Handle an Abusive Customer
02 - Handling an abusive customer in person (4:15)
01 - Handling an abusive customer on the phone (5:07)
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05 - Resolving the customer-s issue
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