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Handling Angry & Hostile Customers teaches you the strategies and techniques that you need to successfully manage the customer's experience in an angry and hostile environment.

It illustrates proven practices, which identifies the reasons why customers are more demanding and increasingly hostile, and how to understand the causes of their anger and hostility.

It teaches you how to handle angry and hostile customers, and to understand how to handle the stress associated with dealing with them.

As part of the Pinpoint Skill Development Training Series, each skill pack (book) delivers eight core concepts, designed to provide a complete 360 degree perspective on each topic. You are focused on a single concept at a time, including the implications, techniques and strategies to apply the concept, reflection points and a hands-on activity or action plan that transfers the concept into practice.

The step-by-step instructions are structured to achieve each of Kirkpatrick's Four Levels. Each of the eight core concepts is designed to cross-reference and reinforce all other concepts within the skill pack. The combination of all hands-on activities, are designed to produce a master action plan for the specific skill pack.

This skill pack is ideal as an informal training tool for coaching or personal development. It can also be used as a handbook and guide for group training discussions.

Each skill pack in the Pinpoint Skill Development Training Series was developed from proven strategies and techniques created by Timothy Bednarz to effectively train thousands of employees in Fortune 1000 companies since 1990.