angry customers
DESCRIPTION
learn how to respond to angry customers without getting angry yourself.TRANSCRIPT
Asserting Yourself with Angry Customers
Everyone has had to deal with an angry
customer at least once.
Facing an angry person under any
condition can be…..
Intimidating
Stressful
You have to handle angry people
strategically…
Always have a plan
“I know you’re
upset about this
Ms. Bradley.
Please tell me
what happened.”
1. Acknowledge the person’s anger
2. Listen to the full explanation
Even if the customer appears to be
rambling……listen.
Look directly at the customer and show by
your facial expression that you are
concerned.
I see. Uh-huh.
I understand.
And then what
happened?
3. Make A Statement of Regret
It doesn’t matter who’s fault it was..
This statement should be short, to the point and sincere
“I feel very bad that you
had this experience”
“I’m very sorry
about this.”
4. Tell the person you heard and understood
Repeat
Summarize
Paraphrase
5. Stay emotionally
tuned in
“I realize this has been difficult for you.”
Demonstrate that
you care –
in tone, words,
posture and facial
expressions
6. Find and express a point of agreement
7. Generate Solutions
8. Take Action
Resolve the problem as reasonably and as quickly as possible.
Important Point to
Remember…..
You are not responsible for their anger…
They are angry because they choose to be
Do what you can do and then move on. Another customer awaits!