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Handling Irate Customers

Handling Irate Customers . Joe LaBracio . Irate – Adjective Angry or enraged . Example. Angry Customer Ignoring any attempt to be calmed. Never stoop down to this persons level . Option A – get up, defend your downed co-worker, bound to receive the same fate Dan had

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Handling Irate Customers

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  1. Handling Irate Customers Joe LaBracio

  2. Irate – Adjective • Angry or enraged

  3. Example • Angry Customer • Ignoring any attempt to be calmed Never stoop down to this persons level

  4. Option A – get up, defend your downed co-worker, bound to receive the same fate Dan had • Option B – pretend like you didn’t see anything • Option C – join the angry customer in the beating he is giving Dan • Option D – Attempt to compromise with this man

  5. What’s the problem? • How can we fix it? • Is this a “fixable” problem?

  6. 5 Steps • Never raise your voice to a customer already enraged • Guaranteed to make him more angry • Attempt to calm the customer • Fix the problem • Call Human Resources • Bottom line

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