Consumer Behavior: Audio Visual Material

Various clips from films illustrating bad customer service...

Dealing With Angry Customers

Keeping customers is as important as getting them. This training video demonstrates a simple method for dealing effectively with angry customers. First, deal with the person; then, deal with the problem. This program shows how to deal with customers who are face-to-face and over the telephone.

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As human beings, we get used to "the way things are" really fast. But for designers, the way things are is an opportunity ... Could things be better? How? In this funny, breezy talk, the man behind the iPod and the Nest thermostat shares some of his tips for noticing — and driving — change.