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The Angry Customer
 

The Angry Customer

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a brief presentation to aid in problem solving with angry customers.

a brief presentation to aid in problem solving with angry customers.

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The Angry Customer The Angry Customer Presentation Transcript

  • The Angry Customer… And other difficult customer service situations
  • Objectives…
    • Participants will gain an understanding of the importance of a clear and consistent behavior policy.
    • Participants will learn about key emotional triggers that can escalate a difficult customer interaction.
    • Participants will learn to employ active listening techniques to diffuse volatile customer service interactions.
    • Participants will learn to distinguish between eccentric and disruptive behaviors.
  • Why do customers get angry?
  • Why is it hard to serve an angry customer?
  • We are in the business of satisfying the customer’s need to know…
  • Why do we have a clear behavior policy?
  • Why do we provide training for dealing with confrontational customers?
  • Understanding Emotional Escalation
  • Homer is having a doughnut craving.
  • Homer looks everywhere for the box of doughnuts he just bought.
  • He continues looking but cannot find them. He is very disappointed.
  • He disappointment turns into frustration as he realizes what might have happened to them.
  • He lashes out at the object of his anger!
  • How can we avoid this kind of negative interaction? Customer Complaint Form
  • Avoid the emotional triggers
  • Actively listen to the customer
  • Work to calm the angry customer?
  • Other difficult customer service situations…
  • Customers with potentially difficult behaviors
  • Is eccentric behavior problem behavior?
  • What are some disruptive behaviors?
  • What if we encounter illegal behaviors?
  • What do I do about public drunkenness?
  • Do you have any questions?