Handling Angry Handling Angry

CustomersCustomers

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ObjectivesObjectives

•Change your perception about an angry customer

•Improve comfort and confidence in handling angry customers

•Use customer-service strategies that get results

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WIFM – What's In It For MeWIFM – What's In It For Me

Effective Handling of Angry Customers will help you to :

•Keep angry customers from taking their

frustrations out on you

•Become known as a problem-solver

•Feel less stress on the job

•Build up repeat business by satisfying more

customers. This means more revenue for your company & YOU

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Change Your PerceptionChange Your Perception

Angry Customer is not a Threat

But

Angry Customer is an Opportunity

Let us see Why & How

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Angry Customer- AnAngry Customer- An OPPORTUNITY OPPORTUNITY

Research indicates that as many as

90 %

of customers who are unhappy with the product/services never complain, they just take their business elsewhere.

Angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition.

They are customers worth saving

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Crack The EggCrack The Egg

4 easy steps

1. Listen & Empathize

2. Identify the Problem

3. Avoid Blame

4. Resolve the Problem

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Handling Angry Customers - Handling Angry Customers - 8 Strategies8 Strategies

1. Don’t take it personally

2. Remember you are good at your job

3. Write down their complaint or concern

4. Ask a supervisor to join you and be part of the

interaction

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Handling Angry Customers - Handling Angry Customers - 8 Strategies8 Strategies

5. Debrief the situation with someone else when the customer leaves

6. Learn stress management

techniques

7. Recognize and accept you will work with customers who

have bad days

8.Consider what you could do

differently next time

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Question TimeQuestion Time

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SUMMARYSUMMARY

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