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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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Frontline Retail Selling Skills (Click to read more)

 Many retail employees believe that selling products and services prevents them from delivering quality customer service. However, when retail employees focus on how their customers feel

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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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 A Decision Making tool  Force-Field Analysis is a tool for studying a situation that you want to change. The method was first described by Kurt Lewin and is based on the observations ...

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De Bono's 6 thinking hats

Dr Edward de Bono studied medicine at Christ Church, Oxford, where he gained an honours degree in psychology and physiology. He also holds a PhD from Cambridge and has held appointments at the ...

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17 Oct

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