Working with Upset Customers

Learn strategies you can leverage to proactively recognize, de-escalate, and repair situations where a customer has become angry or upset.

Introduction

• Serving upset customers with ease
• Exploring your upset customers learning plan
• Helping the customer be right

1. Preventing Customer Anger

• Creating personal connections with rapport
• Avoiding unpleasant surprises
• Using preemptive acknowledgment

2. Serving Angry Customers

• Recognizing your natural instincts
• Listening with empathy
• Apologizing effectively
• Avoiding arguments
• Drawing the line at abusive behavior

3. Learning from Angry Customers

• Preserving the relationship
• Conducting an after-action review
• Sharing customer feedback

Conclusion

• Putting the work in