The document provides guidance on handling an irate customer face-to-face. It recommends listening to understand the issue and customer's feelings, acknowledging their perspective, apologizing and taking responsibility, and acting to resolve the issue while remaining assertive but not aggressive. The key is to deescalate the situation through genuine engagement with the customer, without delaying escalation when needed or overcommitting to timelines. Treating customers with respect is important for retaining their business and earning positive word-of-mouth referrals.

1. Handling an irate customer in a
face to face situation

2. Customer Service
• Characteristics
• Remember :
Difference between ‘Product’ and ‘Service’
Human Factor

3. Think
96% of the unhappy
customers would not
complain
Each unhappy Nine out of ten
customer will tell the unhappy customers
story to nine others would not come back

4. Anatomy of an angry customer
1. The issue at hand
2. The anger itself
3. The resolution
4. Going forward

5. Handling an irate customer in a face to
face situation
• L Listen - to what is being said
• L Listen - to what is not being said
• A Acknowledge - non-verbal and verbal
• E Empathize - understand
• A Apologize - Own it up
• A Act
• B Be assertive, not aggressive
• F Feedback – Customer, System

6. Pit Stop
Do not escalate till
Words are powerful
– Problems have solutions,
absolutely
Situations have possibilities necessary –
No ping pong
Be Genuine,
Be Honest
Do not delay Never over commit,
escalation especially timelines

7. Reality Check
• Listen
• Listen
• Acknowledge
• Empathize
• Apologize
• Act
• Be assertive, not aggressive
• Feedback

8. Thank You
"A customer is the most important visitor on our premises....We are not doing
him a favour by serving him. He is doing us a favor by giving us an opportunity
to do"
MAHATMA GANDHI