Participants will learn techniques for effectively handling angry and difficult customers. They will gain an understanding of why customers become angry and how emotional escalation occurs. The training will cover identifying emotional triggers, using active listening to de-escalate volatile situations, and distinguishing between eccentric and disruptive customer behaviors. Participants will learn policies and strategies for avoiding negative interactions and resolving complaints in a calm manner.

1. The Angry Customer… And other difficult customer service situations

3. Why do customers get angry?

4. Why is it hard to serve an angry customer?

5. We are in the business of satisfying the customer’s need to know…

6. Why do we have a clear behavior policy?

7. Why do we provide training for dealing with confrontational customers?

8. Understanding Emotional Escalation

9. Homer is having a doughnut craving.

10. Homer looks everywhere for the box of doughnuts he just bought.

11. He continues looking but cannot find them. He is very disappointed.

12. He disappointment turns into frustration as he realizes what might have happened to them.

13. He lashes out at the object of his anger!

14. How can we avoid this kind of negative interaction? Customer Complaint Form

15. Avoid the emotional triggers

16. Actively listen to the customer

17. Work to calm the angry customer?

18. Other difficult customer service situations…

19. Customers with potentially difficult behaviors

20. Is eccentric behavior problem behavior?

21. What are some disruptive behaviors?

22. What if we encounter illegal behaviors?

23. What do I do about public drunkenness?

24. Do you have any questions?