Everybody gets angry! It's a normal emotion. The way we handle customer complaints and outbursts of anger can make the difference between either losing or retaining the customer's business. This training provides an understanding of what triggers anger in customers and what customers really want when they are upset. Business specific real life scenarios give participants an opportunity to skill practice calming themselves and upset customers.

Your people will learn:

• What causes customers/us to become angry
• Why customer complaints should be encouraged
• Their level of effectiveness through a "Personal Anger Attitude" survey
• When a refund/restitution is justified
• What it's like to be singled out, picked on and yelled at-Marshmallow activity
• The seven things angry customers want from service providers
• The very first thing to do when someone "blows up"
• Six tips for maintaining control when under fire
• Six steps to calming the angry customer
• Strategies for managing the swearing customer
• How to eliminate escalation to the third level of customer anger
• Active listening-it's hard work but worth it
• How to implement the feel/felt formula
• To identify weak words that trigger anger
• How to create empathy statements that calm
• Why saying "I'm sorry" is required even when it is not your fault
• Why it's important not to blame shift
• Three forbidden phrases never to use with angry customers
• Whether the customer is worth saving
• Emotional first aid to help us quickly recover-8 ³get real² questions
• Skill practicing elements of calming, implementing and providing resolutions
• It's always about our attitude

Approval Date: 08/06

Margie Seyfer, AAM 6 credits; 3-hour course Specialty: