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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
