If your employees spend any time dealing with customers, they will sometimes going be faced with people who are angry, and some of those people are going to be very angry. Oftentimes, the cause of that anger isn't related to anything your employee or your company has done wrong but, rather, to a misunderstanding or misconception surrounding the situation and that can lead to an explosive situation. Fortunately, however, your employees have several tools that can help them take control of the situation and defuse that angry customer. This video will tell your employees just what those tools are and how they can use them to get to the heart of the problem. Length(Min):15