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Top : Angry Customers - Dealing With: Angry customers can't be eliminated but you can use techniques and develop skills to shorten how long it take to deal with angry customers, reduce the intensity of the anger, and reduce your own stress levels
How To Deal WIth Angry, Irate Customers
Angry, irate customers aren't just a threat to the brand image of companies. If you are a customer service representative working in person or in a call center, you know the stress and aggravation even a single irate customer can cause for you. And, irate customers eat up a whole lot more time than your calmer ones, increasing the wait for other customers, who in turn get frustrated and take it out on you.
Fortunately, you can learn to deal more effectively with those difficult customer situations, but it takes a little effort.
We have two books that can help you, If It Wasn't For The Customers, I'd Really Like This Job, and Defusing Hostile Customers Workbook. Both will teach you the skills and knowledge you need to defuse tough customer situations, but the workbook includes a lot of exercises and activities you can use to learn more effectively.
In addition, we've gathered together some other resources for you to learn from, and they are listed below.
Tips and Advice To Help You Deal WIth Angry, Irate Customers
The Angry Customer: What Happens Next? - by naDo you ever wonder what happens when the angry customer storms out that door, or slams down that phone? Or are you simply relieved that this growling windbag is no longer raising a ruckus? Well, depending on your stake in the business, or your aspirations for a career in the service industry, it would behoove you to consider the angry customer%u2019s next moves (Added: 11-Feb-2012 Hits: 168 )
43 1/2 Tips for Handling Angry Customers - by na
Short tips, some obvious, some quite good on techniques for handling angry customers. Be careful of the overly simplified (Added: 30-Oct-2011 Hits: 267 )
Anatomy of an Angry Customer - by Chuck Dennis
Chuck Dennis writes some good material from the business perspective, on customer service, which is a refreshing change. In this article, he outlines the business basics of dealing with angry customers. (Added: 30-Oct-2011 Hits: 197 )
Welcome To The Help You Need To Deal With Angry and Difficult Customers - by Robert Bacal
Angrycustomer.org is a site dedicated to helping you learn to defuse hostile and angry customers quickly and effectively. Videos, tutorials, book excerpts and articles included. Free (Added: 30-Oct-2011 Hits: 111 )
How best to deal with angry customers (Call Centers) - by Gemma Gibson
There's some good material here about dealing with angry customers, particularly the effort to explain why customers get angry. A general tip, though. Watch out for overly vague advice, liking "respect them", or "use your common sense". If it was that easy, we wouldn't have angry customer challenges in the first place. (Added: 5-Apr-2012 Hits: 5 )
When Customers Attack: Dealing With Angry Customers - by na
Good advice here. One of the toughest parts of working in retail is dealing with angry customers. Even though we do our best to make them happy, sometimes we can't win. It's important to be prepared to deal with wrathy customers so you're not taken by surprise when they strike. Here are some our top tips that we apply when dealing with our own angry customers: (Added: 31-Oct-2011 Hits: 129 )
How To Deal With Angry Customers | Sri Chinmoy Inspiration - by na
It is unfortunate that the angry customer is all too common. If you work in any service industry, you will undoubtedly come across people who get needlessly angry. It can be quite disconcerting as there can be real power and invective behind their anger. Knowing how to deal with angry people is an invaluable life skill and definitely will help you remain peaceful This advice is equally valid for dealing with angry people in general. (Added: 31-Oct-2011 Hits: 130 )
Seth's Blog: How to Deal with an Angry Customer - by Seth Godin
Seth Godin is good at summarizing things in few words, and while this article is a bit simple, it's still a good beginning to learning how to deal with angry customers (Added: 30-Oct-2011 Hits: 118 )
Angry Customer Video Tutorial #1 Critique The Advice? » Tutorials, Videos To Help You Deal With Difficult Customers - by Robert Bacal
There's some good material here, but the suggestions are not quite perfect. It shows we can all improve on how we use language in emotional situations (Added: 30-Oct-2011 Hits: 149 )
7 Tips for Dealing With Upset Facebook Fans - by Jim Belosic
Social media has provided a forum for upset and angry customers, and while the principles to apply to upset customers is the same everywhere, this article focuses on dealing with Facebook fans (Added: 30-Oct-2011 Hits: 87 )
Dealing with Angry Customers - by Carmine Gallo
If you sell almost any type of product, then you already know that despite your best efforts at managing service and inventory, clients will be displeased from time to time. But don't simply accept ongoing dissatisfaction as an inevitable part of doing business. Instead, work at improving how you deal with customers whose experience has been less than satisfactory. It could mean the difference between losing customers permanently or keeping them satisfied--maybe even more committed to doing business with you. Here are seven keys. (Added: 31-Oct-2011 Hits: 139 )
6 Steps In Dealing With Angry Customers - by Sean McPheat
There comes a time in every salesperson's life when they have to deal with someone who has justification to be angry. Maybe it was a major problem with deliveries, something has been promised and it didn't materialise, or there's been a complete mix-up that has led to the customer being put in a bad position.""Whatever the cause, the way it is dealt with will make or break the long-term relationship. If you've made a mistake, there are certain steps you can take to deal with it and mitigate the circumstances that caused the anger. Here are some ideas: (Added: 31-Oct-2011 Hits: 136 )
Dealing With Angry Customers - by Richard Ensman
A STEP-BY-STEP GUIDE TO TURNING THINGS AROUND WHEN AUTO REPAIR CUSTOMERS ARE UPSET (Added: 31-Oct-2011 Hits: 140 )
Dealing with Angry Customers - 7 Hints - by na
Seven general hints for dealing with angry customers. It happens on a regular basis! Angry customers are expressing their frustrations by aiming their complaints at staff members. (Added: 11-Feb-2012 Hits: 142 )
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