Angry customers may be found in any business. This instructive video portrays three business settings; telemarketing, the computer industry and an accounts department; all feature an angry customer over the phone. The scenarios depict a variety of conflicting reactions such as aggression and passivity. As a response to the scenarios the video provides key concepts such as; rational rather than emotional responses, positive rather than negative phrases, assertive as opposed to passive, active listening skills and the importance of a supportive work environment.
Content notification
Our collection comprises over 40,000 moving image works, acquired and catalogued between the 1940s and early 2000s. As a result, some items may reflect outdated, offensive and possibly harmful views and opinions. ACMI is working to identify and redress such usages.
Learn more about our collection and our collection policy here. If you come across harmful content on our website that you would like to report, let us know.
How to watch
Collection
In ACMI's collection
Credits
Collection metadata
ACMI Identifier
308444
Language
English
Audience classification
G
Subject categories
Agriculture, Business, Commerce & Industry → Customer service
Agriculture, Business, Commerce & Industry → Management
Agriculture, Business, Commerce & Industry → Telephone etiquette
Communications, Infrastructure, & Transport → Telephone etiquette
Family, Gender Identity, Relationships & Sexuality → Anger
Food, Health, Lifestyle, Medicine, Psychology & Safety → Anger
Sound/audio
Sound
Colour
Colour
Holdings
VHS, Text; Access Print (Section 1)