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What Angry Customers Need And Want
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Written by Robert Bacal
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When you have dealt with an angry customer, you may have asked yourself, "what does this person want from me?", or even perhaps asked the customer this question. It is an important question with a number of answers. Knowing the answers will help you calm down an angry person and reduce hostile behavior directed at you. Learn what angry customers need and want. Customers want what they want. When we can't give them what they ask for, there are some phsychological needs that you can address. Fufil these needs and you will reduce hostile behaviour.
- They Want Help even if you can't solve their entire problem. If they see you as making a genuine effort on their behalf, they are much less likely to be hostile towards you personally.
- They Want Choices - ....They do not want to feel helpless, or trapped, or at the mercy of the "system". .....Offer choices whenever possible.
- They Want Acknowledgment - People want to feel you are making the effort to understand their situation, and their emotional reactions to it. Often, the simple act of acknowledging that a person is upset will help to calm them down, provided the acknowledgment is phrased and "toned" correctly.
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing hostility, click here. |
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Customer Service 
