Calming Upset Customers: Stay in Control... in Any Situation

When a customer is upset with your company, you have an opportunity. You can "become the company", defuse the situation, win the customer over, and ensure continued business. That's a lot. But anyone can learn the skills that are necessary. There is no single technique for every customer, but the collection of skills outlined here will work in any industry.

Calming Upset Customers begins with an explanation for why satisfaction is so important, and teaches you how to:

Understand the psychology behind dissatisfaction

Avoid irritating and escalating behaviors

Learn techniques to calm others in person, over the phone and in email

Create an environment and culture for satisfaction