Developing Customer Service Skills For 30+ Years
A way of encouraging angry customers to “let go” of their anger and work to solve the problem What Is The “Distraction Technique” and What Is It Used For? The Distraction Technique is one of a family of verbal self defense techniques we teach readers…
The Powerful Apology To A Customer How To Offer An Apology To A Customer That Is Effective There are ways to apologize to customers that will calm them down, and turn their anger into something less volatile, and there are ways to apologize that actually…
Many times, customers want to be heard and treated as important even if you can’t solve their concern What do angry customers really want from me? Sometimes it seems that it’s impossible to figure out what an angry customer really wants from you and…
Civility seems to be dying out, particularly when customers get frustrated at not getting what they want, when they want Why are some customers so darned difficult and rude? It’s understandable that customer service providers often ask this question: Why do customers act so rudely…
It’s not fair, but it’s reality. Customers blame you because you are handy, even if you aren’t doing anything blame worthy Why do angry customers pick on me, when I don’t make the rules? It’s very frustrating to encounter customers who aim their anger and…
How to get a customer who is on the phone, and angry, to stop and listen so you can help I deal with angry customers on the phone. How can I get them to stop talking at me, and start listening? If you deal with…
Surprising behavior stops the other person from running on an abusive auto pilot by pushing him or her to THINK! How can I use surprise as a way to stop an angry or abusive customer from talking at me? One of the biggest challenges in…
Hot phrases almost automatically cause a negative emotional reaction from the other person What are “hot words” and “hot phrases”, and why should I avoid them with customers? Hot words and hot phrases are words and phrases that tend to provoke emotional reactions in other…
Disengaging with a customer provides you with breathing space and time for both people to calm down and focus on solving a problem What Is “disengaging from angry customer”, and what is it used for? An angry person tend to to act or think as…
CARP reminds us that timing is important when dealing with any upset or angry individual What is the CARP system for defusing angry and difficult customers? The CARP acronym was developed by Robert Bacal to help people in customer service jobs to sequence and time…
