The document provides 6 steps to defuse and retain an upset customer: 1) Let the customer vent without interruption; 2) Let the customer know you are listening; 3) Apologize, empathize, and maintain a calm tone; 4) Take responsibility; 5) Resolve or repair the issue as quickly as possible; 6) Follow up with the customer. It also notes that 86% of customers will stop doing business with a company if dissatisfied with customer service and that unhappy customers will tell 9-15 other people about their negative experience.

1. 6 Steps to Defuse (and
Retain) the Upset Customer

2. business with a company if they are
dissatisfied with the customer service
experience
(Harris Interactive)
(White House Office of Consumer Affairs)
....they will
communicate their
negative experience
with 9
to 15 people
86% of consumers will stop doing

3. Tips on How to Defuse
and Retain the Upset
Customer…

4. NUMBER 1

5. NUMBER 2
Let the
customer
know you
are truly
listening

6. NUMBER 3
3. When it’s your turn to offer a
reply, apologize, empathize and
maintain a calm and caring tone

7. NUMBER 4
4. Take
responsibility

8. NUMBER 5
5. Resolve
or repair
as
quickly as
possible

9. NUMBER 6
6. Follow up

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