Opener

Our ability to deal with upset customers can turn an issue into a positive and memorable experience.

 

Key points

Q:  What can you do to calm the customer?

A:  Apologize | Acknowledge their issue and feelings | Let them vent | Let them know you can help | Show respect | Pay attention | Ask questions | Take your time

 

Q:  What can you do to manage your own emotions when a customer is getting upset?

A:  Remain calm | Take a breath | Let them vent | Don’t take it personally

 

Q:  What extra steps can you take to make it an even better experience?

A:  Thank them | Follow up | Involve leadership when necessary

 

Wrap up

When customers are emotional, remain calm and focus on solving the problem so that we ultimately earn their long-term trust.