Home Features Mastermind Videos About Advertise Blog Network Contact
   

Have A Suggestion?
Toronto Salsa Classes / Toronto Salsa Lessons Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
Have A Suggestion?

Featured Ebook


ebook Famous Entrepreneurs - Modern Empire Builders


Featured Ebook

More Evan Carmichael
Have A Suggestion?

Sales Lessons From Starbucks And Dell

Anger Solutions at Work: Why Customers Get Angry



Anger Solutions at Work: Why Customers Get Angry
   

There is a host of reasons why customers get angry. Basic customer service principles state that customers are people who need the help of a service provider or a product. These customers could be “internal” – the people you need or who need you to get a job done; or they could be “external” – the people who wish to purchase or use your product or service. Customers see the frontline representative as the company, and they will perceive service to be exceptional if they are given options and made to feel in control as the consumer. Customers will typically experience anger under the following circumstances:

• They didn’t get what was promised: If you purchase a “whatzit” that promises to revolutionize the way you experience at-home theatre, and all the “whatzit” does is create static on your television set, you might be upset about that. The anger displayed by the customer in this type of situation stems from the frustration of unmet expectations. What to do: Clarify the customer’s expectations before the customer leaves your place of business. Follow up to see if the product or service is meeting his/her expectations, and then intervene if necessary. Adhere to the customer service standard to “under promise and over deliver”, so the customer perceives that his/her expectations have been exceeded rather than ripped off.

• They were lied to: Customer service providers should never gloss over the details of a sale, or “forget to mention” that one important detail. If a customer believes that s/he has been lied to, the customer service relationship will not only die, but the repercussions of such a monumental blunder will haunt the offending company for years to come by way of poor reputation and dwindling profits. Better to risk losing a customer by being honest than to risk the company’s reputation by bending the truth.

• Nobody listens to them: If customers feel as though they are being ignored, they will resort to behaviours that will get their attention. Service delivery standards exist to prevent this from happening. For example, simple actions at the first point of contact with the customer such as making eye contact, smiling, and acknowledging the customer will immediately enable the customer’s perception that the company is attentive. Listening carefully to customers’ complaints and requests, clarifying through questions and feedback, and following through on their requests will increase the likelihood of overall customer satisfaction.

• They get a bad surprise: Imagine taking your car in for an oil change, and returning to find out they have retrofitted your engine without your consent, and the bill is astronomical! Talk about a bad surprise. This is an extreme and highly unlikely example; however, customers often get bad surprises, and as you might expect, may react poorly to them. Customers need to be well informed, and always presented with alternatives and options. When a customer is dissatisfied, s/he often knows how s/he wants the situation resolved – ask the customer what they want and then do your best to satisfy their request. By doing this you will not only solve the customer’s immediate problem, but you will engender that customer’s loyalty for going the extra mile.



Anger Solutions at Work: Why Customers Get Angry - To learn more about this author, visit Julie Christiansen's Website.

Like this article? Share it with your friends
[Get Copyright Permissions] E-Mail | Print | More  


Related Articles Related Articles
EQ Leadership Vital Sign The Power of Anger
  Blamed for violence, outbursts, and all manner of relationship troubles, anger has a bad reputation. But what if anger is actually a good, helpful ally that’s just badly misunderstood?
Women Angry At Work
  I know it doesn’t seem fair, but getting angry at work can be good if you’re a man and bad if you’re a woman.
How to Deal with an Angry Customer
  Every business encounters angry people. Not disappointed or confused, but actually angry. Here are a few steps you might want to try:
THE WAY WE SEE THE PROBLEM IS THE PROBLEM
  Some successful people do not worry about the ‘why’ it is happening and ‘how’ it is happening questions, their distinctiveness lies in putting why-s and how-s together. They do not get burned out by the concept of ‘...
Anger Dont Get Mad and Dont Get Even Part Two
  The first article gave you a chance to think about what does make you mad or frustrated. Here we start to consider effective ways of dealing with such situations

Related Forum Posts Related Forum Posts
Re: Website Name Help Re: Website Name Help
Help me name my moms business Help me name my moms business
Do businesswomen still need help from the government? Do businesswomen still need help from the government?
Another way to get PR Another way to get PR
Cold Call Sales Script Cold Call Sales Script
Re: Hello from SmartWoman! Re: Hello from SmartWoman!
Try wikipedia.com for more information Try wikipedia.com for more information
Re: Are Business Owners too Old School to be Sold by a blog Re: Are Business Owners too Old School to be Sold by a blog

 
About the Author


Julie Christiansen
(Visit Julie's Website)
An internationally recognized speaker, and published author, Julie Christiansen htbrings over 15 years experience in group and individual counseling, to your boardroom. Branded as “Oprah for the Office” by some of her clients, Julie educates and entertains audiences throughout Canada, the United States, and the Caribbean. While she has been compared to the likes of Brian Tracy and Jack Canfield, Julie has an energetic, humourous, and insightful style that is all her own. Julie has successfully merged her previous career with her passion for helping teams attain peak performance and productivity through enhanced communication models. Her aim is to help her clients to attain optimized Workplace Efficiency, with a focus on team development, communication, anger and stress management. Julie's new book, Stress Less in 27 Days is now available! To order your copy, visit www.angerso lution.com.
Have A Suggestion?

View Author's Blog
Become An Author

View Author's Video
Crazy Busy - EvanCarmichael.com expert Julie Christiansen discusses how workplace stress, violence, and turnover is sucking the financial life out of North American Business (BILLIONS of dollars per year). If that ain't crazy - what is?
Become An Author

Free Downloads


Julie Christiansen's

Complete
List Of
Work-Life
Articles

First Name
Last Name
Email
 
Author's Free Downloads
Getting Past Your Past Icon Getting Past Your Past
Workplace Violence Icon Workplace Violence
Crazy Busy Icon Crazy Busy
Become An Author