Caution! Find Out How to Calm and Not Calm the Caustic Client!
A new customer service scenario, designed for todays high-efficiency, money-saving training needs.
In Part 1, service representative Carlos violates every rule of handling an upset customer, from blaming the client to refusing ownership of the issue. The customer, Warren, quickly escalates from annoyance to frustration, then from infuriation to hostility. Carlos accuses Warren of being abusive, and ends the call.
In Part 2, Warren calls back and Angela takes over. Calm and professional, she knows the four steps to calming angry customers: allow them to vent, empathize, refocus away from emotion and toward the issue, and use closed-ended questions to satisfy. She acknowledges Warrens frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.
Key Learning Points
- Allow customers to vent
- Acknowledge customers’ feelings
- Take ownership of the issue
- Avoid blaming the customer
- Focus away from emotions, toward issues
- Collaborate with customer to solve problem