SKU: ENGSI-ANGRY
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A short telephone service video that is full of impact. Available individually or as part of the Service Impact Customer Service Series.
Caution! Find Out How to Calm – and Not Calm – the Caustic Client!
A new customer service video scenario, designed for today’s 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 Warren’s frustrations, but skillfully changes the focus to the issue. Angela turns conflict into collaboration, solves the issue, and profits from another satisfied customer.
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
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