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How to handle upset customers

How to handle upset customers

Published in Business , Technology
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Transcript

  • 1.  
  • 2. Dealing with Irate Customers
  • 3. Listen! Listen! Listen!
  • 4. Let the Customer Vent without Interrupting
  • 5. Maintain your personal integrity
  • 6. Be sympathetic... ...and empathetic
  • 7. Apologize!
  • 8. Restate the Customer’s Viewpoint and Ask Questions
  • 9. Offer Solutions Let’s try one of these options….
  • 10. Solicit agreement on the resolution
  • 11. Recap
  • 12. “ Thank you for calling....”
  • 13. Document conversation and results
  • 14. Questions?
  • 15. Thanks for your participation! Have a great day!
  • 16.