angry customers
DESCRIPTION
learn how to respond to angry customers without getting angry yourself.TRANSCRIPT
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Asserting Yourself with Angry Customers
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Everyone has had to deal with an angry
customer at least once.
![Page 3: Angry Customers](https://reader034.vdocuments.mx/reader034/viewer/2022052315/555b346bd8b42afc348b4eae/html5/thumbnails/3.jpg)
Facing an angry person under any
condition can be…..
Intimidating
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Stressful
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You have to handle angry people
strategically…
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Always have a plan
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“I know you’re
upset about this
Ms. Bradley.
Please tell me
what happened.”
1. Acknowledge the person’s anger
![Page 9: Angry Customers](https://reader034.vdocuments.mx/reader034/viewer/2022052315/555b346bd8b42afc348b4eae/html5/thumbnails/9.jpg)
2. Listen to the full explanation
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Even if the customer appears to be
rambling……listen.
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Look directly at the customer and show by
your facial expression that you are
concerned.
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I see. Uh-huh.
I understand.
And then what
happened?
![Page 13: Angry Customers](https://reader034.vdocuments.mx/reader034/viewer/2022052315/555b346bd8b42afc348b4eae/html5/thumbnails/13.jpg)
3. Make A Statement of Regret
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It doesn’t matter who’s fault it was..
This statement should be short, to the point and sincere
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“I feel very bad that you
had this experience”
“I’m very sorry
about this.”
![Page 16: Angry Customers](https://reader034.vdocuments.mx/reader034/viewer/2022052315/555b346bd8b42afc348b4eae/html5/thumbnails/16.jpg)
4. Tell the person you heard and understood
Repeat
Summarize
Paraphrase
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5. Stay emotionally
tuned in
“I realize this has been difficult for you.”
![Page 18: Angry Customers](https://reader034.vdocuments.mx/reader034/viewer/2022052315/555b346bd8b42afc348b4eae/html5/thumbnails/18.jpg)
Demonstrate that
you care –
in tone, words,
posture and facial
expressions
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6. Find and express a point of agreement
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7. Generate Solutions
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8. Take Action
Resolve the problem as reasonably and as quickly as possible.
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Important Point to
Remember…..
You are not responsible for their anger…
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They are angry because they choose to be
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Do what you can do and then move on. Another customer awaits!
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