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Handling Upset Customers

Handling Upset Customers. Objective. Participant will be able to apply one of two techniques for handling upset customers 50% of the time. Reasons for Being Upset. Unmet Expectations Misunderstanding Tired, Frustrated, or Outside Stresses Embarrassment Discourteous service.

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Handling Upset Customers

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  1. Handling Upset Customers

  2. Objective • Participant will be able to apply one of two techniques for handling upset customers 50% of the time

  3. Reasons for Being Upset • Unmet Expectations • Misunderstanding • Tired, Frustrated, or Outside Stresses • Embarrassment • Discourteous service

  4. A.S.A.P. Technique • Acknowledge • Sympathize • Accept • Prepare

  5. Two Minute Technique • Validation • Express understanding

  6. Helpful Tips • Listen to the customer • Take complaint seriously • Treat customer with respect • Immediate action • Resources

  7. References • Irate Caller 2.0, Telephone Doctor, Inc., 2000 • ASTD Communication Skills (Orey and Prisk 2004) • www.customerservicezone.com

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