How to Deal with Angry Customers

Introduction

– Organization

– Needs Assessment Findings

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

Agenda

– Objectives

– 5 step approach

– Video

– Activity

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

Step 1: Listen

– Let the customer vent

– Be patient

– Understand the root of the frustration

Step 2: Separate Your Feelings from the Situation

– Do not take it personally

– Do not put the blame on someone else

– Remain professional

Step 3: Apologize and Encourage Feedback

– Empathize

– Welcome conversation

Step 4: Offer a Solution(s)

– Put the customer first

– Ask the customer for feedback

– Take immediate action

Step 5: Follow Up

– Verify satisfactory assistance

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

Video Assessment

– What was done wrong?

– What should have been done instead?

– Extra thoughts or questions

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

Assessment of Role Plays

– Share aloud experience in role plays

– Was anyone fired?

– Why?

– What would be done again to not be fired?

Takeaway & Application

– Jot down takeaways from training

– Share aloud

– Questions? Final thoughts?

Wrap it up

– Repeat 5 Steps

– What did you learn?

– Learning objective

– Thank all trainees

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