1. How to Deal with Angry Customers

2. 5 Things You Need to Know: Psychology of * * Myra Golden: http://myragolden.com/industryintelligence.html

3. 1. Anger Precludes Rationality

5. Angry customers don’t want the chain of communication to be broken

6. “Clearly you’re upset, and resolving this issue is just as important to us as it is to you.”2. Anger Must Be Acknowledged

8. Create calm before resolution phase

9. The customer needs to be in a state of mind to rationalize3. First Defuse Anger, Before Resolving

11. What matters is how the company responds and resolves the issue

12. Service recovery has a significant impact on customer satisfaction

13. TARP Worldwide (premier customer research firm in the U.S.) that a complaining customer who is satisfied, becomes 8% more loyal than if they had no problem at all*4. The Issue Is Not the Issue * http://www.tarp.com/home.html

15. They are like an erupting volcano, and cannot be stopped

16. Avoid saying “calm down” or “relax” or “take it easy”, which may provoke them further5. Ventilation Is Crucial