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None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
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Converting upset customers into satisfied customers
Strategy for upset people
Don’t argue
Give them the stage
Let the customer vent
Venting allows anger to subside
Avoid taking it too personally
Sometimes there is a reason
How can I help you today?
Hidden opportunities
Keep perspective
Develop empathy
Avoid the Pick me, Pick me!
Keep on track
Avoid being a know-it-all
Avoid creating more anger
I don’t like being ignored!
Agree 100% with the
1%
100 - 1
• You should • We • Stupid • It • Why, you?
Watch for Red Flag words
Reverse the But’s
Begin active problem solving
How can we fix it?
Work towards a mutual solution
Step by step process
Remember
Make the customer part of the solution
Not born with a bad attitude
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