1 / 8

Calming an angry customer

A task explained by: Ben Lofgren. Calming an angry customer. What is an angry customer?. Emotions rule the customer Illogical and irate Can be self-righteous Perceived or actua l injustice over a period of time. How do things get out of control?. The Initial Flashpoint.

lapis
Download Presentation

Calming an angry customer

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. A task explained by: Ben Lofgren Calming an angry customer

  2. What is an angry customer? • Emotions rule the customer • Illogical and irate • Can be self-righteous • Perceived or actual injustice over a period of time

  3. How do things get out of control?

  4. The Initial Flashpoint Self control is gone replaced by an explosion of anger

  5. Bringing the customer back down Let them vent Sympathize and Understand Offer solutions

  6. Venting is good for the Soul • See the problem from their viewpoint • Stay silent • Wait for a pause of breath • Don’t take it personally

  7. Show Empathy for the Customer • Apologize • Make your voice soft and gentle • Empathize with your customer • Share similar situations

  8. Do what you can for the customer • Remain calm • Explain what you can and cannot do • Offer a call back if more info is needed • Make sure to be truthful

More Related