How To Deal With Angry Customers
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1. When dealing with an angry customer, acknowledge their anger and don't pretend it isn't there. Recognizing their emotions is important to resolving the issue. 2. Anger must be addressed before problem solving can begin. Customers need to calm down before they can think rationally about solutions. 3. First work to defuse a customer's anger, then focus on resolving the underlying problem. How the company handles the situation impacts customer satisfaction more than the original issue.
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How To Deal With Angry Customers
- 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
- 4. Don’t pretend the anger isn’t there
- 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
- 7. Problem-solving cannot occur until the emotions have stabilized
- 8. Create calm before resolution phase
- 9. The customer needs to be in a state of mind to rationalize3. First Defuse Anger, Before Resolving
- 10. The way the issue is handled is the “real issue”
- 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
- 14. Allow them to vent and cool on their own
- 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