1. How to Deal with Angry Customers President of Creative Sales Solutions Jim Facente

2. *Harvard Business Review – The Truth About Customer Experience
Revenue
10%-15%*
Service Cost
10%-20%*
Employee Engagement
20%-30%*
*Harvard Business Review – The Truth About Customer Experience

3. Customer Experience Program
How to Turn an Angry Customer Into Your Best Customer
8:00 Start with magic genie, tell

4. Did You Know?

5. Did You Know?

6. Did You Know?

7. Did You Know?

8. 7 Secrets for Dealing with Angry Customers

9. Secret #1 Do not get drawn into the customer’s emotion
Joke, Baggage handler.
Bottom line, if you become argumentative it will only enflame the customer and the entire situation can quickly spiral out of control.

10. Secret #2 The BIG MISTAKE Trying to solve the problem
What the customer really wants:
To be heard
To be listened to
Have their emotional state recognized

11. Secret #3 What You MUST Do! Shut up – and listen
Let them blow off steam
Don’t interrupt
Don’t tell them they are wrong
Don’t try to justify your actions
DON’T TRY AND SOLVE THE PROBLEM!
8:00 minutes

12. Secret #4
Hit Them With the Last Thing They Expect
Agree With Them!

13. Secret #5 Two Magic Words I’m Sorry
You must apologize in a general manner
I’m really sorry this has happened.
I apologize, I know how upsetting this is.
I apologize, I can see how you would be upset
2 of the most powerful words on the face of the earth
Because people would not use these 2 word, couples have gotten divorce, law suite have been filed and wars have be fought.
Next – Solving the Customer’s Problem

14. Secret #6
Try and solve the problem Never say, “It’s Our Policy” Never blame others Assure the customer You will help Focus on the solution, not the problem How Larry Allen solves the problem
Next Slide Shock the customer

15. Shock the Customer Follow-Up
Secret #7
Shock the Customer Follow-Up

16. How to be a Hero When you:
Show that you care
Listen
Let the customer blow off steam
Agree
Apologize
Solve the problem
Follow-up
You will turn an angry customer into one of your best customers

17. Abusive Customer
Use the three strike rule

18. Strike One Apologize again Assure the customer you are there to help
Inform the customer you can’t help if they are abusive

19. Strike Two Apologize again Tell the customer you are on their side
Let the customer know if they continue to be abusive they will have to speak to someone else.

20. Strike Three You don’t have to take being abused.
Tell the customer you are going to turn them over to your manager.
Allow someone else to solve the problem

21. I’m Available As A Resource To You!
Call Me Anytime!
Jim Facente
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