learn how to respond to angry customers without getting angry yourself.

1. Asserting Yourself with Angry Customers

2. Everyone has had to deal with an angry
customer at least once.

3. Facing an angry person under any
condition can be…..
Intimidating

5. Stressful

6. You have to handle angry people
strategically…

7. Always have a plan

8. “I know you’re
upset about this
Ms. Bradley.
Please tell me
what happened.”
1. Acknowledge the person’s anger

9. 2. Listen to the full explanation

10. Even if the customer appears to be
rambling……listen.

11. Look directly at the customer and show by
your facial expression that you are
concerned.

12. I see. Uh-huh.
I understand.
And then what
happened?

13. 3. Make A Statement of Regret

14. It doesn’t matter who’s fault it was..
This statement should be
short, to the point and sincere

15. “I feel very bad that you
had this experience”
“I’m very sorry
about this.”

16. 4. Tell the person you heard and understood
Repeat
Summarize
Paraphrase

17. 5. Stay emotionally
tuned in
“I realize this has been
difficult for you.”

18. Demonstrate that
you care –
in tone, words,
posture and facial
expressions

19. 6. Find and express a point of agreement

20. 7. Generate Solutions

21. 8. Take Action
Resolve the problem as reasonably and as
quickly as possible.

22. Important Point to
Remember…..
You are not responsible for their anger…

23. They are angry because they choose to be

24. Do what you can do and then move on.
Another customer awaits!