Anyone who currently uses, has used, or may potentially use a company's products or services are considered customers. It is important to manage customer expectations by clearly communicating what they can realistically expect without overpromising, and to gently educate them. When handling angry customers, the seven-step process involves actively listening, showing empathy, identifying their needs, offering options for a positive solution, following up on commitments, and thanking them.

1. Who is the CUSTOMER?
PRESENT
• Anyone who uses your products or services
FORMER
• Anyone who doesn’t buy or use your product or
service anymore
FUTURE
• Your new/potential customers

2. Customer’s Expectations
• Advertising
• Previous experience with your organization
• Reputation
• Competitor’s service

3. Managing the Customer’s Expectations
1. Never over promise and never oversell.
2. Let the customer know exactly how your product or
service will perform under general condition.
3. Help the customer understand what they can realistically
expect from your organization.
4. Gently educate them.

4. Stages of Anger
Destructive
iffed
Aggravated

5. Seven-step Process to Handle Angry Callers
1. Listen to understand.
2. Show empathy.
3. Identify needs and wants.
4. Offer options.
5. Find a positive solution.
6. Thank the person for calling.
7. Follow up on any commitments.