Complete Guide To Dealing WIth Difficult, Angry, Aggressive And Abusive Customers
Learn what to say, when to say it and stay stress free, safe, and professional under pressure
- Offering Choices/Empowering
- Because customers who feel helpless will tend to strike out, it's important to offer choices whenever possible and sensible during customer interactions. Even choices around what kind of beverage, or what time to call back can be powerful preventative measures.
- Arrange Follow-Up
- When a transaction with a customer is not completed, arranging follow-up is simply the methods you use to come to agreement with the customer about what YOU will do to stay in touch, update, etc.
- Complete Follow-Up
- Something you should be doing without exception when you have promised follow-up. Even if you have nothing new to say or add, you MUST do what you promise or suffer customer rage.