[ Ссылка ] Learn 3 quick tips to help you diffuse anger, maintain calm, and manage an emotionally-charged confrontation. In this customer service tutorial, IT author/speaker Don R. Crawley shares three ways to deal with an angry customer or end-user. Dealing with difficult people is a fact of life, especially for customer service reps or IT help desk staff members. In this customer service training video, you'll learn three ways to help manage the situation to produce a positive outcome for yourself, your customer or end-user, and your organization.
