by Nancy Friedman
If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.
Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.
I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long.
It’s about strangers. And Customers
We know we have paid customers
We know we have internal customers
We know we have potential – future customers
We even know we have lost customers
But what about strangers as customers?
By Nancy Friedman, The Telephone Doctor
Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care. The airline automated attendant system with endless loops before you encounter a human being. The angry fast food attendant who is mad at the world.
Five Forbidden Phrases® of Customer Service
Our all time best seller! Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur.
How To Handle The Irate Customers
This best selling customer service training program includes a highly effective four point plan for calming irate customers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes the proven ASAP technique for handling irate customers.