Handling Irate Customers and Other Difficult Situations

Distinguish your organisation from the competition in the way it handles customer complaints. Dealing with irate customers is one of the most pressure-packed experiences you will ever encounter on any job.

Remember… difficult situations can go from bad to worse in a hurry.

Scenario 1...

Let’s suppose that, It’s a cheerful morning and you start your day in a pleasant mood with coffee in your hand. While you are taking a sip of your coffee and having a look at your files, suddenly you hear the ring of your phone, as you pick up your phone, a screaming voice echoed in your ears, complaining about your faulty products. Then, what will be your reaction? Will you answer him with the lame excuses and the same pitch as he used or find another way to handle that situation?

Scenario 2

If you are a manager at a hotel and you are dealing with your management duties, all of a sudden, you are called upon by a customer who shrieks at you in a furious mood for the poor services of the hotel while others are about to register. What would you do?

Scenario 3

If you are in a business meeting and you are about to make an important deal, meanwhile, an infuriated customer barges in complaining about your faulty products. It puts your repetition at risk, how would you manage this situation and gain your customer’s trust again?

The training and skills that you need are in the course "Handling Irate Customers and Other Difficult Situations".

John Tschohl

Customer Service Global Leader

Author of the First in the World Customer Service Program

Service Strategy Consultant

Internationally recognised Customer Service Strategist

Best Selling Author

Called the "Guru of Customer Service" by USA Today and Entrepreneur Magazines

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