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Handle Irate Customers

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Sam Wagner
Sam Wagner

Good Customer Service training program.

BusinessEducation
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The Challenging Customer Customer Service Training
Upon completing this segment, the learner will be able to... ,[object Object],[object Object],[object Object]
In addition, the learner will be able to... ,[object Object],[object Object]
D-E-F-U-S-E The Irate Customer The following six steps will help you to successfully manage the irate customer.
D-E-F-U-S-E The Irate Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]
D-E-F-U-S-E The Irate Customer ,[object Object],[object Object],[object Object],[object Object]
D-E-F-U-S-E The Irate Customer ,[object Object],[object Object],[object Object],[object Object]
What is Empathy? Empathy is “identification with and understanding of another’s situation, feelings, and motives”. (American Heritage Dictionary, 1992)
Tips For Using Empathy ,[object Object],[object Object],[object Object]
D-E-F-U-S-E The Irate Customer ,[object Object],[object Object],[object Object]
D-E-F-U-S-E The Irate Customer ,[object Object],[object Object],[object Object],[object Object]
D-E-F-U-S-E The Irate Customer ,[object Object],[object Object],[object Object],[object Object]
The 6 Steps Made Even Easier... ,[object Object],[object Object],[object Object],[object Object]
Other Challenging Customer Types
The Chatty Customer ,[object Object],[object Object],[object Object]
Do’s For Managing The Hard-to-Understand Customer ,[object Object],[object Object],[object Object],.
Don’ts for Managing The Hard-to-Understand Customer ,[object Object],[object Object],[object Object],[object Object]
The Confused Customer ,[object Object],[object Object],[object Object],[object Object]
The Chronic Complainer ,[object Object],[object Object],[object Object],[object Object]
The Aggressive Customer (a.k.a. “The Bully”) ,[object Object],[object Object],[object Object],[object Object]
The Know-It-All Customer ,[object Object],[object Object],[object Object]
The Silent Customer (a.k.a. The “Brick Wall”) ,[object Object],[object Object],[object Object]
Now, do you feel more equipped to manage challenging customer situations?

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Handle Irate Customers

  • 1. The Challenging Customer Customer Service Training
  • 2.
  • 3.
  • 4. D-E-F-U-S-E The Irate Customer The following six steps will help you to successfully manage the irate customer.
  • 5.
  • 6.
  • 7.
  • 8. What is Empathy? Empathy is “identification with and understanding of another’s situation, feelings, and motives”. (American Heritage Dictionary, 1992)
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23. Now, do you feel more equipped to manage challenging customer situations?

Editor's Notes

  1. 1