1. How to Deal
with Angry
Customers

2. Introduction
– Organization
– Needs Assessment Findings

3. Icebreaker
– Close your eyes and think back to a time when you had to deal with an angry
customer
– How well or horribly did it go?
– Did you diffuse the situation or did you blow up at the customer?
– Open eyes and briefly discuss your experiences with those in your small groups
– Break from small groups to share as one large group

4. Agenda
– Objectives
– 5 step approach
– Video
– Activity

5. 5 Steps to Effectively Dealing
with Angry Customers
– 1. listen
– 2. separate your feelings from the situation
– 3. apologize and encourage feedback
– 4. offer a solution(s)
– 5. follow up

6. Step 1: Listen
– Let the customer vent
– Be patient
– Understand the root of the frustration

7. Step 2: Separate Your Feelings
from the Situation
– Do not take it personally
– Do not put the blame on someone else
– Remain professional

8. Step 3: Apologize and Encourage
Feedback
– Empathize
– Welcome conversation

9. Step 4: Offer a Solution(s)
– Put the customer first
– Ask the customer for feedback
– Take immediate action

10. Step 5: Follow Up
– Verify satisfactory assistance

11. Video Example
– Briefly explain video
– Look for what is done wrong
– Assess what should be done instead incorporating 5 step approach
https://youtu.be/Fit8CuSH2DA

12. Video Assessment
– What was done wrong?
– What should have been done instead?
– Extra thoughts or questions

13. Role Play Scenarios
– Employee
– Angry Customer
– Manager/Observer
5 Steps
1. Listen
2. Separate your feelings from the
situation
3. Apologize and encourage
feedback
4. Offer a solution(s)
5. Follow up

14. Assessment of Role Plays
– Share aloud experience in role plays
– Was anyone fired?
– Why?
– What would be done again to not be fired?

15. Takeaway & Application
– Jot down takeaways from training
– Share aloud
– Questions? Final thoughts?

16. Wrap it up
– Repeat 5 Steps
– What did you learn?
– Learning objective
– Thank all trainees

17. References
– Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get
back: the experience and behavioral implications of anger and dissatisfaction in services.
Journal of the Academy of Marketing Science, 31(4), 377-393.
– Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer
aggression and emotion regulation of service employees. Journal of Organizational Behavior,
25(3), 397-418.
– Sarel, D., & Marmorstein, H. (1998). Managing the delayed service encounter: the role of
employee action and customer prior experience. Journal of Services Marketing, 12(3), 195-
208.
– https://youtu.be/Fit8CuSH2DA