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Posted: 2005-04-18 / Author:

How To Deal Positively With Angry And Difficult Customers

We all need customers – without them you don’t have a business. Some customers will be hostile, angry and difficult and this may or not be your fault. What’s important is how angry and difficult customers are handled. You need to get the situation under control, deal with it and get back to running your business.

Purpose of Class
When customers are angry, they complain –sometimes loudly and aggressively. The key factor that will determine the outcome of the interaction is how the customer is treated while they are complaining.

Key Points
The customer is NOT always right. However, they have the right to have their grievances dealt with in a civil and constructive way – they also have the choice to be angry. There are a number of learnable skills you can use to turn your angry customer into a satisfied customer even if you cannot do what they want. Self-control is a useful tool. If you lose control, you lose control of the situation. There are specific techniques that can help with this. Angry and difficult customers need to be listened to, acknowledged and understood. How we listen and empathise are key skills. If angry and difficult customers are mishandled, they can be damaging by ‘bad-mouthing’ your organisation and telling others not to use your business.

Five Questions This Class Will Answer
1. How do you anticipate angry, difficult and hostile situations before they occur? 2. How do you stop the encounter escalating into a major argument?
3. How can you tell the difference between a genuinely angry customer and a hostile and abusive customer?
4. How can you use listening and defusing techniques to resolve an angry encounter?
5. How can you move on personally from a hostile and angry encounter?

Five Common Problems This Class Will Help You To Overcome
1. Angry and difficult customers use up huge amounts of your time and resources 2. If customers are happy with your service they normally tell around 3 people. If they are unhappy with your service and feel they have not been treated well, they may tell up to 12 people.
3. People have not learned how to handle angry and difficult customers and as a result find hostile situations extremely stressful
4. When stress levels increase, sick leave goes up and productivity goes down.
5. People take encounters with angry and difficult customers personally




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