Handling Irate Customers and Difficult Situations
I find that almost all employees have a difficult time with customers that raise their voice. If they have any power you can be assured the employee will put the screws to you for just raising your voice. Very few employees know how to handle an irate or upset customer. It ruins their day and often they get into a power position with the customer. Airlines, police, airport security immigration all have their ego involved and they will always attempt to win at your expense. This should never happen.
SQI has a program called Handling Irate Customers with very aggressive vignettes to teach people how to handle difficult situations.
Check it out here!
On this web site you can watch part of the video, leader guide, participant materials. Most employees tend to be more interested in their ego and pride than keeping a customer. When an organization screws up and the customer becomes upset very few employees know how to skillfully handle this situation.