Training Programs

Dealing with Difficult or Angry Customers

When you are on the front line, and a customer, guest, or client is angry or frustrated that your product or service is not satisfying their needs, the customer/guest tends to vent their anger and frustration toward the supervisor, manager or employee on the job site or phone. Unfortunately, customers never seem to call to tell you what a great job your organization is doing! They only call to complain when something goes wrong.

This program is designed to give managers, supervisors, and employees the behavioral skills and tools they will need to handle the angry or difficult customers or guests with confidence and competence. Research shows us that when we take corrective action and make things right for a difficult or angry customers or guests, six out of ten of these customers will continue to do business with your organization. This program will provide participants the skills they need to turn an unhappy customer into a satisfied, loyal customer.
 

Key Topics:

• Dealing with the customer's perceptions and expectations

• How to diffuse an angry or complaining customer

• Designing an effective customer service strategy for problem situations

• The role of listening in dealing with angry customers

• Empathetic listening skills

• Options instead of saying “No”

• How to avoid discounting the customer

• Six strategies that effectively diffuse difficult customer situations

• Keys for not getting emotionally hooked with difficult or angry customers