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Defusing angry Customers
1-Empathize
Show acceptance not necessarily agreement for what the customer said or experienced.
2-Apologize
Express sincere personal regret for the bad experience. If appropriate apologize on behalf of the organization without blaming anyone
3-Appreciate
Show appreciation for customer feedback or actions that help you understand and resolve the situation.
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4-Assure
Let the customer know you are ready and willing to help and will personally follow through
5-Confirm
Check your understanding of what the customer said or what actually happened.
6-Selectively Agree
Agree with at least one thing the customer said.
7-Set Limits
Make statements that let the customer know that certain words or behaviors are beyond the limits of cooperative or productive business conversation (always use positive supportive tone of voice)
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Nige O'Shea FIMI, Professional Inspirations Ltd. UK
Jeanne Parks, Trainer & Business consultant, San Francisco, USA
Craig Hines, innov8 Performance Limited, UK
Alan Lloyd, Team Leader,EU Support to Civil Society Project
