Handling Irate Customers Allow Them to Vent
Handling Irate Customers Allow Them to Vent
Customer: (Angrily): This is the third time I've called about this
You: I get the feeling you're upset.
Customer: You bet I'm upset! Why do you people always do this to me? I've called in, been passed to three or four people…and it's very frustrating.
You: Boy, I can see why you're frustrated. Why don't you tell me about it…
You have allowed the customer to vent his or her frustration completely, before trying to solve the problem. The customer will not deal with you "intellectually" when you attempt to solve the problem without first allowing him or her to release emotions. Of course, you won't be taking any of the customer's words to heart - you're simply allowing the customer to voice his/her frustrations so that he/she will be in a better state to allow you to provide solutions to his/her problems. The three most important words to follow when using this venting technique are, "Nuture, Nurture, Nurture." Until your customer is allowed to fully vent, you must not try to handle the problem rationally, calmly, and intellectually because they will not be listening to you - their angry feelings will be in the way.
Bottom line: People attack because they're hurt and disappointed. And when people do attack you, learn to "keep your belly-button covered" (don't take it personally!).
Handling Irate Customers Allow Them to Vent - To learn more about this author, visit Andrew Wall's Website.
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Understand that customers are irate because what they thought was going to happen didn't: they're "hurt." When you know a customer is upset, immediately give them permission to vent their frustration; and they will want to - you can count on that!
Customer: (Angrily): This is the third time I've called about this
You: I get the feeling you're upset.
Customer: You bet I'm upset! Why do you people always do this to me? I've called in, been passed to three or four people…and it's very frustrating.
You: Boy, I can see why you're frustrated. Why don't you tell me about it…
You have allowed the customer to vent his or her frustration completely, before trying to solve the problem. The customer will not deal with you "intellectually" when you attempt to solve the problem without first allowing him or her to release emotions. Of course, you won't be taking any of the customer's words to heart - you're simply allowing the customer to voice his/her frustrations so that he/she will be in a better state to allow you to provide solutions to his/her problems. The three most important words to follow when using this venting technique are, "Nuture, Nurture, Nurture." Until your customer is allowed to fully vent, you must not try to handle the problem rationally, calmly, and intellectually because they will not be listening to you - their angry feelings will be in the way.
Bottom line: People attack because they're hurt and disappointed. And when people do attack you, learn to "keep your belly-button covered" (don't take it personally!).
Handling Irate Customers Allow Them to Vent - To learn more about this author, visit Andrew Wall's Website.
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Jay Kubassek(Jay's Full Bio: EvanCarmichael.com/jaykubassek) In five years, Canadian-born entrepreneur Jay Kubassek went from selling mufflers at a Midas franchise to revolutionizing Internet marketing with the 2004 launch of CarbonCopyPRO, a online marketing education company, now worth over $20 million with customers in over 160 countries.
As an independent film producer, his upstart film fund Aliquot Films is currently producing a films with Spike Lee and Abel Fererra (starring Ethan Hawke and Dennis Hopper.)
Jay's entrepreneurial spirit is irrepressible. He’s the owner of five companies, a professional speaker and trainer, international real estate developer/investor, extreme sport enthusiast and emerging philanthropist. Jay resides in NYC with his wife Jamie, son Milo and dog Cooper. Visit Jay's official website: www.JayKubassek.com - Visit Jay Kubassek's Website |
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