When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away.
Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers:
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.
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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.