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The Angry Customer
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Damone Virgilio
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a brief presentation to aid in problem solving with angry customers.
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The Angry Customer
1.
The Angry
Customer… And other difficult customer service situations
2.
3.
Why do customers
get angry?
4.
Why is it
hard to serve an angry customer?
5.
We are in
the business of satisfying the customer’s need to know…
6.
Why do we
have a clear behavior policy?
7.
Why do we
provide training for dealing with confrontational customers?
8.
Understanding Emotional Escalation
9.
Homer is having
a doughnut craving.
10.
Homer looks everywhere
for the box of doughnuts he just bought.
11.
He continues looking
but cannot find them. He is very disappointed.
12.
He disappointment turns
into frustration as he realizes what might have happened to them.
13.
He lashes out
at the object of his anger!
14.
How can we
avoid this kind of negative interaction? Customer Complaint Form
15.
Avoid the emotional
triggers
16.
Actively listen to
the customer
17.
Work to calm
the angry customer?
18.
Other difficult customer
service situations…
19.
Customers with potentially
difficult behaviors
20.
Is eccentric behavior
problem behavior?
21.
What are some
disruptive behaviors?
22.
What if we
encounter illegal behaviors?
23.
What do I
do about public drunkenness?
24.
Do you have
any questions?
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