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Angry Customers

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learn how to respond to angry customers without getting angry yourself.

Publicada em: Negócios, Educação
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Angry Customers

  1. 1. Asserting Yourself with Angry Customers
  2. 2. Everyone has had to deal with an angry customer at least once.
  3. 3. Facing an angry person under any condition can be….. Intimidating
  4. 4. Stressful
  5. 5. You have to handle angry people strategically…
  6. 6. Always have a plan
  7. 7. “I know you’re upset about this Ms. Bradley. Please tell me what happened.” 1. Acknowledge the person’s anger
  8. 8. 2. Listen to the full explanation
  9. 9. Even if the customer appears to be rambling……listen.
  10. 10. Look directly at the customer and show by your facial expression that you are concerned.
  11. 11. I see. Uh-huh. I understand. And then what happened?
  12. 12. 3. Make A Statement of Regret
  13. 13. It doesn’t matter who’s fault it was.. This statement should be short, to the point and sincere
  14. 14. “I feel very bad that you had this experience” “I’m very sorry about this.”
  15. 15. 4. Tell the person you heard and understood Repeat Summarize Paraphrase
  16. 16. 5. Stay emotionally tuned in “I realize this has been difficult for you.”
  17. 17. Demonstrate that you care – in tone, words, posture and facial expressions
  18. 18. 6. Find and express a point of agreement
  19. 19. 7. Generate Solutions
  20. 20. 8. Take Action Resolve the problem as reasonably and as quickly as possible.
  21. 21. Important Point to Remember….. You are not responsible for their anger…
  22. 22. They are angry because they choose to be
  23. 23. Do what you can do and then move on. Another customer awaits!

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