Overview
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Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.
Syllabus
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Introduction
- Why you've been unsuccessful with angry customers
- Three reasons situations escalate and how to stop the cycle
- Positive positioning with customers
- The principle of don't push
- Manage expectations with customers
- Be regretful, but direct with customers
- Recognize the customer's emotions
- Reframe the conversation
- Resolve the customer's issue
- Listen with the intent to understand
- Use partnering language with customers
- Dealing with your own frustration
- Dealing with demanding customers
- When a customer asks for a manager
- When a customer disagrees with your policy
- Yelling or cursing customer
- Customer's request is not possible
- Start, stop, continue exercise
