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Handlingangry Customers 202

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Handling Angry Customers

Handling Angry Customers

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Transcript

  • 1. Handling Angry Customers
  • 2. Objectives
    • Change your perception about an angry
    • customer
    • Improve comfort and confidence in
    • handling angry customers
    • Use customer-service strategies that get
    • results
  • 3. WIFM – What's In It For Me
    • Effective Handling of Angry Customers will help you to :
    • Keep angry customers from taking their
    • frustrations out on you
    • Become known as a problem-solver
    • Feel less stress on the job
    • Build up repeat business by satisfying more customers . This means more revenue for your company & YOU
  • 4. Change Your Perception
    • Angry Customer is not a
    • Threat
    • But
    • Angry Customer is an
    • Opportunity
    • Let us see Why & How
  • 5. Angry Customer- An OPPORTUNITY
    • Research indicates that as many as
    • 90 %
    • of customers who are unhappy with the product/services never complain, they just take their business elsewhere .
    • Angry, complaining customers care enough to talk to you, and have not yet decided to take their business to the competition.
    • They are customers worth saving
  • 6. Crack The Egg
    • 4 easy steps
    • Listen & Empathize
    • Identify the Problem
    • Avoid Blame
    • Resolve the Problem
  • 7. Handling Angry Customers - 8 Strategies
    • Don’t take it personally
    • Remember you are good at your job
    • Write down their complaint or concern
    • Ask a supervisor to join you and be part of the interaction
  • 8. Handling Angry Customers - 8 Strategies
    • 5. Debrief the situation with someone else when the customer leaves
    • 6 . Learn stress management techniques
    • 7 . Recognize and accept you will work with customers who have bad days
    • 8 . Consider what you could do differently next time
  • 9. Question Time
  • 10. SUMMARY
  • 11.