Defusing Customer Anger

There are times when the customer senses that a problem could cause them to experience a loss. Threat of loss triggers the grief process and anger is the third stage of this process. With an upset customer, if we simply solve the problem and do not first take care of the customer's emotions, we end up with a satisfied angry customer.

Angry customers will tell many other potential customers about the problem. Even though the problem was solved, they are still upset. They often feel that it shouldn't have happened in the first place.

After completing this ebook you will have the knowledge to:

• Understand the emotions of anger
• Recognize anger in others
• Learn related support skills used to defuse anger
• Recognize common phrases that evoke anger and how to counter them to prevent anger
• Describe the three things angry people want and the sequence in which they want them
• Use a three step method to defuse anger