Download - The Angry Customer
![Page 1: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/1.jpg)
The Angry
Customer…
And other difficult customer service situations
![Page 2: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/2.jpg)
Objectives…
•Participants will gain an understanding of the importance of a clear and consistent behavior policy.
•Participants will learn about key emotional triggers that can escalate a difficult customer interaction.
•Participants will learn to employ active listening techniques to diffuse volatile customer service interactions.
•Participants will learn to distinguish between eccentric and disruptive behaviors.
![Page 3: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/3.jpg)
Why do customers get angry?
![Page 4: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/4.jpg)
Why is it hard to serve an angry customer?
![Page 5: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/5.jpg)
We are in the business of satisfying the customer’s need to know…
![Page 6: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/6.jpg)
Why do we have a clear behavior policy?
![Page 7: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/7.jpg)
Why do we provide training for dealing with confrontational customers?
![Page 8: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/8.jpg)
Understanding Emotional Escalation
![Page 9: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/9.jpg)
Homer is having a doughnut craving.
![Page 10: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/10.jpg)
Homer looks everywhere for the box of doughnuts he just bought.
![Page 11: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/11.jpg)
He continues looking but cannot find them. He is very disappointed.
![Page 12: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/12.jpg)
He disappointment turns into frustration as he realizes what might have happened to them.
![Page 13: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/13.jpg)
He lashes out at the object of his anger!
![Page 14: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/14.jpg)
How can we avoid this kind of negative interaction?
Customer
Complaint
Form
![Page 15: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/15.jpg)
Avoid the emotional triggers
![Page 16: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/16.jpg)
Actively listen to the customer
![Page 17: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/17.jpg)
Work to calm the angry customer?
![Page 18: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/18.jpg)
Other difficult customer service situations…
![Page 19: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/19.jpg)
Customers with potentially difficult behaviors
![Page 20: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/20.jpg)
Is eccentric behavior problem behavior?
![Page 21: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/21.jpg)
What are some disruptive behaviors?
![Page 22: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/22.jpg)
What if we encounter illegal behaviors?
![Page 23: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/23.jpg)
What do I do about public drunkenness?
![Page 24: The Angry Customer](https://reader035.vdocuments.net/reader035/viewer/2022062404/553983e9550346b4378b49e9/html5/thumbnails/24.jpg)
Do you have any questions?