The Psychology of Customer Anger

Call centers must inevitably deal with angry customers from time to time. Let's face it, these situations can get ugly! Before you fly off the handle right back at the customer (which is a huge no-no), put yourself in the customer's place.

The key is to understand- really understand- the customer's point of view. After all, it's all about psychology! Check out this video on how to understand customer anger:

 

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