As a service professional you have likely dealt with a few irate customers. Do you cringe and immediately seek help or worse, do you get angry? Explore the tried and true method to guide unhappy customers through a resolution with this online video training.
This four-point plan reminds you the customer is not angry with you; it is not personal. Viewers learn the ASAP technique to diffuse the situation. Third you must accept a small number of people will need to be passed to a supervisor if ASAP does not work. The last tool for diffusion is “The Swear Stopper” for the customer who becomes verbally abusive or offensive.
Employees in customer-facing positions must be armed with all the tools necessary for success, which must include techniques for diffusing escalated situations. Well-equipped employees are more confident and able to deal with irate customers and callers.