Asserting Yourself with Angry Customers

Everyone has had to deal with an angry

customer at least once.

Facing an angry person under any

condition can be…..

Intimidating

Stressful

You have to handle angry people

strategically…

Always have a plan

“I know you’re

upset about this

Ms. Bradley.

Please tell me

what happened.”

1. Acknowledge the person’s anger

2. Listen to the full explanation

Even if the customer appears to be

rambling……listen.

Look directly at the customer and show by

your facial expression that you are

concerned.

I see. Uh-huh.

I understand.

And then what

happened?

3. Make A Statement of Regret

It doesn’t matter who’s fault it was..

This statement should be short, to the point and sincere

“I feel very bad that you

had this experience”

“I’m very sorry

about this.”

4. Tell the person you heard and understood

Repeat

Summarize

Paraphrase

5. Stay emotionally

tuned in

“I realize this has been difficult for you.”

Demonstrate that

you care –

in tone, words,

posture and facial

expressions

6. Find and express a point of agreement

7. Generate Solutions

8. Take Action

Resolve the problem as reasonably and as quickly as possible.

Important Point to

Remember…..

You are not responsible for their anger…

They are angry because they choose to be

Do what you can do and then move on. Another customer awaits!