Dealing With Unhappy Customers

By: Alexandria PavlovaTobey SmithTyler WalkerSean Dalton

Action Tips

• Step One: “Adjust your Mind”. • Step Two: Listen Actively.• Step Three: Repeat Their Concerns.• Step Four: Be Empathic and Apologize.• Step Five: Present a solution.• Step Six: Take Action and Follow-up.• Step Seven: Use the Feedback.

Conflict Resolution Tips For Excellent Customer Service

• 1. ALLOW CUSTOMERS TO TALK• 2. SHOW YOU CARE• 3. USE THE CORRECT TONE• 4. BE NEUTRAL• 5. DON'T REACT• 6. FOCUS• 7. USE VERBAL SOFTENERS• 8. MAKE ANGRY CONVERSATIONS PRIVATE• 9. AGREE• 10. USE SILENCES• 11. USE TIMEOUTS• 12. SET LIMITS