Phone Etiquette: Defusing Angry Customers

Welcome to the “Defusing Techniques for Handling Angry Customers” video lesson which covers the HEAL steps to defuse angry customers. This lesson is the fourth of four in the “Phone Etiquette” series, which covers essential rules for phone etiquette, best practices during customer service calls, and how to expertly take and leave messages. This lesson highlights specific defusing techniques and how to most effectively execute them.