Handling Angry

Customers
 Objectives
•Change your perception about an angry
customer

•Improve comfort and confidence in

handling angry customers

•Use customer-service strategies that get

results

19/10/05
 WIFM – What's In It For Me

Effective Handling of Angry Customers will help you

to :

•Keep angry customers from taking their

frustrations out on you

•Become known as a problem-solver

•Feel less stress on the job

•Build up repeat business by satisfying more

customers. This means more revenue for
your company & YOU

19/10/05
 Change Your Perception

Angry Customer is not a

Threat

But

Angry Customer is an
Opportunity

Let us see Why & How

19/10/05
 Angry Customer- An OPPORTUNITY

Research indicates that as many as

90 %
of customers who are unhappy with the product/services never
complain, they just take their business elsewhere.

Angry, complaining customers care enough to talk to you, and have

not yet decided to take their business to the competition.

They are customers worth saving

19/10/05
 Crack The Egg

4 easy steps

1. Listen & Empathize

2. Identify the Problem

3. Avoid Blame

4. Resolve the Problem

19/10/05
 Handling Angry Customers - 8 Strategies

1. Don’t take it personally

2. Remember you are good

at your job

3. Write down their

complaint or concern

4. Ask a supervisor to join

you and be part of the
interaction

19/10/05
 Handling Angry Customers - 8 Strategies

5. Debrief the situation with

someone else when the
customer leaves

6. Learn stress management

techniques

7. Recognize and accept you

will work with customers who
have bad days

8.Consider what you could do

differently next time
19/10/05
 Question Time

19/10/05
 SUMMARY

19/10/05
19/10/05