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Griffin Training Ltd. griffin.ie

Griffin Training Ltd. www.griffin.ie. Dealing with Irate Customers. Presented By Griffin Training Ltd. Basic Approach. C-calm L-listen E-empathise A-ask Questions R-respond. Calming Irate Customers. Allow Venting Listen Carefully Empathise Ask Probing Questions

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Griffin Training Ltd. griffin.ie

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  1. Griffin Training Ltd. www.griffin.ie

  2. Dealing with Irate Customers Presented By Griffin Training Ltd.

  3. Basic Approach • C-calm • L-listen • E-empathise • A-ask Questions • R-respond

  4. Calming Irate Customers • Allow Venting • Listen Carefully • Empathise • Ask Probing Questions • Respond Appropriately

  5. Advanced Calming Skills • Silence is Golden • Remain silent until customer gives you an opportunity to speak • Apologise for the Interruption • Take a Break • Use Physical Indictors of Authority • Stop Sign

  6. Griffin Training Ltd. www.griffin.ie

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