The document outlines strategies for transforming upset customers into satisfied ones by allowing them to vent and avoiding personal offense. Key tactics include developing empathy, actively problem-solving, and engaging the customer in finding solutions. It emphasizes the importance of maintaining perspective and recognizing red flag words to prevent escalation.

1. Converting upset customers
into satisfied customers

2. Strategy for upset people

3. Don’t argue

4. Give them the stage

5. Let the customer vent

6. Venting allows anger to subside

7. Avoid taking it too personally

8. Sometimes there is a reason
How can I help
you today?

9. Hidden opportunities

10. Keep perspective

11. Develop empathy

12. Avoid the Pick me, Pick me!

13. Keep on track

14. Avoid being a know-it-all

15. Avoid creating more anger
I don’t
like being
ignored!

16. Agree 100%
with the
1%
100 - 1

17. • You should
• We
• Stupid
• It
• Why, you?
Watch for Red Flag words

18. Reverse the But’s

19. Begin active problem solving

20. How can we fix it?

21. Work towards a mutual solution

22. Step by step process

23. Remember
Make the
customer part
of the solution

24. Not born with a bad attitude