Train your staff to handle angry customers tactfully and effectively over the telephone by: (1) dealing with a customer's feelings (2) getting the facts to discover his or her needs (3) solving the problem. Don't let employees with poor customer relations skills turn away potential repeat customers and ruin your organization's reputation.
Key Learning Points:
- Calm the customer and show understanding
- Deal with the customer's feelings
- Give and receive feedback
- Suggest alternatives
- Agree on a solution
- Follow through with action
- Increase the probability of repeat business
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