Another Contributor to Problems Dealing With Angry Clientele — That’s You and Your Managers! In your job and in your role as a customer contact, your own motivations and skills are going to vary from day to day. Your mood, your current life situation, your health, and even what you did last night affect your…
Category: Customer Service Book Excerpts
What Angry Customers Want and Need
Chapter II – Part 4 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we explain the key to defusing angry customers – understanding what they want and need in order to calm down. To read all the free material from this book click here. This is continued from here What Angry People Need…
Learn why customers act hostile and aggressive
Chapter II – Part 3 The Nature of Hostile, & Abusive Behavior In this chapter, from Defusing Hostile Customers Workbook, we explain the purpose of customer angry and hostile behavior. We also discuss the needs of angry people, and the rules of the abuse game. To read all the free material from this book click here. This is continued from…
Overblown Unreasonable Customer Desires Fed by Companies + Low Expectations = Hair Trigger Customer Behavior
Overblown Unreasonable Customer Desires Fed by Companies + Low Expectations = Hair Trigger Customer Behavior One thing that has changed over the years is that customers want more from companies. For example, twenty five years ago it would be unheard of (and laughable) if a customer tried to return something to a Gumby’s Hardware Store…
Lip Service To Customer Service + Lack of Investment = Frustrated Customers
Lip Service To Customer Service + Lack of Investment = Frustrated Customers No doubt you’ve heard the litany repeated over and over again. It’s all about customer service. You have to amaze the customer. You need to be faster than a speeding bullet. Go above and beyond the call of duty. You’ve heard many of…
Defusing Hostile Customers Workbook Example Exercises
Examples of the Exercises Included in the Defusing Hostile Customers Workbook The Defusing Hostile Customers Workbook can be used with or without doing the exercises contained in it, but it’s best to take the time to do them. Each chapter has a set of exercises, and space to write responses. At the back of the book, the answers (or…
Chapter II – Understanding Hostile and Angry Customer Behavior: Why They Do What
Chapter II – Understanding Hostile and Angry Customer Behavior: Why They Do What Think about some the difficult customers you have encountered.. What did they look like? What did they do? What unpleasant things did they say? Here is an important question. What percentage of nasty customers you face are nasty ALL the time, to…
What Do Hostile, Angry Customer Interactions Look Like?
What Do Hostile, Angry Customer Interactions Look Like? This is an excerpt from If It Wasn’t For The Customers, I’d Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber. In this book excerpt we describe what angry customer interactions are like. The first step…
Sample Defusing Customers Exercise Answers
Exercise Answers – Chapter 11: The Nature of Hostile & Abusive Behavior 2. 1 Bait Identification 2.1.1 I want to speak to someone who knows what they are doing. Is there a man I can speak to? The customer is saying that you don’t know what you are doing, and coupling it with a sexist remark implying…
Defusing Hostile Customers Workbook Preface and Instructions
This is a free excerpt from the Defusing Hostile Customer Workbook. While the book is written for use in the government context, you’ll find that the techniques, principles and tactics explained within are applicable to customer service and angry customers in any context or sector. Preface To The Defusing Hostile Customers Workbook – Third Edition – 2010 Written…