Converting upset customers into satisfied customers

Strategy for upset people

Don’t argue

Give them the stage

Let the customer vent

Venting allows anger to subside

Avoid taking it too personally

Sometimes there is a reason

How can I help you today?

Hidden opportunities

Keep perspective

Develop empathy

Avoid the Pick me, Pick me!

Keep on track

Avoid being a know-it-all

Avoid creating more anger

I don’t like being ignored!

Agree 100% with the

1%

100 - 1

• You should • We • Stupid • It • Why, you?

Watch for Red Flag words

Reverse the But’s

Begin active problem solving

How can we fix it?

Work towards a mutual solution

Step by step process

Remember

Make the customer part of the solution

Not born with a bad attitude