I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday.

Tim O'Laughlin

The Coca-Cola Company

Tulsa City-County Library 

You exceeded our expectations!

Rhonda Fox

District IV Manager - Member Relations
Best Western International, Inc

How do I deal with angry customers?

One Great Tip for Dealing with Angry Customers

Seventy percent of the people on the receiving end of aggressive and unreasonable behavior report feeling confused, frightened, can't think of anything to say, or can't think quick enough on their feet to respond. Twenty percent report the exact opposite reaction and they scream and get furious. Whether you're thrown off base and can't productively respond or you're furiously angry, you are out of commission.

This response from you - not knowing what to say or losing your temper -- is what the difficult customer wants because it allows them to get what they want. This week you will get one more fantastic response you can use with ballistic customers---a response that put YOU in control!

Go into Computer Mode To use Computer Mode you take on the formalities of a computer. You speak generally, without emotion, and you don't take the bait your angry or difficult customer is throwing you. Your words, tone, and attitude are completely impersonal and neutral - (Think of the automated response system you speak to when you call your wireless phone company or bank.)

This "computer mode" response deflects, diffuses, and disarms angry customers because you don't add fuel to the fire by giving your difficult customer what they want -an emotional reaction. When you don't take the bait, the difficult customer is forced to stop dead in their tracks. And that means you regain control (and confidence).

The Computer Mode Approach In Action

Let's say your customer says:
"You don't give a d*** about customers. Once you get a customer locked into a contract, the service aspect is over."

While it may be tempting to fuel the fire with an equally hostile response such as "What's your problem, creep?" don't take the bait. If you do take the bait, the situation will only escalate and nothing productive or positive will result. A computer mode response might look like this:

"I'm sure there are some people who think we don't care about servicing customers."
"People get irritated when they don't immediately get the help they need."
"It's very annoying to experience a delay in service response."
"Nothing is more distressing than feeling like you're being passed around when all you want is help."

And then you stop -like a locked up computer.

No matter how uncomfortable the verbal abuse is or how ridiculous it becomes, continue to respond without emotion. This tactic works because it is neutral, doesn't take the bait, and because it is unexpected. The difficult customer wants to throw you off, make you lose control, and to get you to respond emotionally. When you fail to do each of these things, you actually regain control.

Go into "computer mode" the next time you're faced with verbal abuse from an irate or unreasonable customer, and I promise you, you'll quickly regain control ---and you'll have fun with the process.

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