1. 6 Steps to Defuse (and
Retain) the Upset Customer

2. business with a company if they are
dissatisfied with the customer service
experience
(Harris Interactive)
(White House Office of Consumer Affairs)
....they will
communicate their
negative experience
with 9
to 15 people
86% of consumers will stop doing

3. Tips on How to Defuse
and Retain the Upset
Customer…

4. NUMBER 1

5. NUMBER 2
Let the
customer
know you
are truly
listening

6. NUMBER 3
3. When it’s your turn to offer a
reply, apologize, empathize and
maintain a calm and caring tone

7. NUMBER 4
4. Take
responsibility

8. NUMBER 5
5. Resolve
or repair
as
quickly as
possible

9. NUMBER 6
6. Follow up

10. FOLLOW US AT
www.parature.com/blog
www.facebook.com/parature
www.twitter.com/parature
www.linkedin.com/company/paratur
www.youtube.com/paratureinc
www.slidesharenet.net/parature
www.parature.com/rss