Handlingangry Customers 202

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Handling Angry Customers

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Handlingangry Customers 202

  1. 1. Handling Angry Customers
  2. 2. Objectives <ul><li>Change your perception about an angry </li></ul><ul><li>customer </li></ul><ul><li>Improve comfort and confidence in </li></ul><ul><li>handling angry customers </li></ul><ul><li>Use customer-service strategies that get </li></ul><ul><li>results </li></ul>
  3. 3. WIFM – What's In It For Me <ul><li>Effective Handling of Angry Customers will help you to : </li></ul><ul><li>Keep angry customers from taking their </li></ul><ul><li>frustrations out on you </li></ul><ul><li>Become known as a problem-solver </li></ul><ul><li>Feel less stress on the job </li></ul><ul><li>Build up repeat business by satisfying more customers . This means more revenue for your company & YOU </li></ul>
  4. 4. Change Your Perception <ul><li>Angry Customer is not a </li></ul><ul><li>Threat </li></ul><ul><li>But </li></ul><ul><li>Angry Customer is an </li></ul><ul><li>Opportunity </li></ul><ul><li>Let us see Why & How </li></ul>
  5. 5. Angry Customer- An OPPORTUNITY <ul><li>Research indicates that as many as </li></ul><ul><li>90 % </li></ul><ul><li>of customers who are unhappy with the product/services never complain, they just take their business elsewhere . </li></ul><ul><li>Angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition. </li></ul><ul><li>They are customers worth saving </li></ul>
  6. 6. Crack The Egg <ul><li>4 easy steps </li></ul><ul><li>Listen & Empathize </li></ul><ul><li>Identify the Problem </li></ul><ul><li>Avoid Blame </li></ul><ul><li>Resolve the Problem </li></ul>
  7. 7. Handling Angry Customers - 8 Strategies <ul><li>Don’t take it personally </li></ul><ul><li>Remember you are good at your job </li></ul><ul><li>Write down their complaint or concern </li></ul><ul><li>Ask a supervisor to join you and be part of the interaction </li></ul>
  8. 8. Handling Angry Customers - 8 Strategies <ul><li>5. Debrief the situation with someone else when the customer leaves </li></ul><ul><li>6 . Learn stress management techniques </li></ul><ul><li>7 . Recognize and accept you will work with customers who have bad days </li></ul><ul><li>8 . Consider what you could do differently next time </li></ul>
  9. 9. Question Time
  10. 10. SUMMARY

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