"Customer service"--Container & disc label.

Director, Timothy Armstrong ; writer, Janet Conley ; director of photograhy, Christopher Gosch.

Demonstrates conflict skills for dealing with customers' controlled, expressed, or irrational anger, including tactics: Connect with the angry customer; Show empathy or apologize if appropriate; Guide the customer's attention toward solving the problem; Use positive language; Have the customer make small decisions; Take a timeout or draw the line; Know what you can offer. .

DVD.

Closed captioned.