Let’s look at the last few tips in this series of articles designed to remind you what not do when dealing with an angry customer.
Tip Seven: Don’t be an ostrich
Burying your head in the sand and ignoring the problem isn’t going to make it go away. Chances are it will swim around at the back [...]

This is the second article in a series of three reminding the recipient of a customer complaint of behaviour and actions that they should avoid.
Tip Four: Don’t take it personally
Unfortunately, you have drawn the short straw for the customer to vent their spleen. Their anger may be directed towards you, but it’s not you they [...]

Even the best businesses suffer from complaints from time to time. Of course, we all hope everything has been planned and organised so that problems don’t occur in the first place, but it’s inevitable that a few tricky situations will slip through the net.
This is the time when your customer service soft skills training really [...]

There is an American ‘relationship counsellor’ (a loose term) who controversially advocates you should treat your wife, husband, girlfriend or boyfriend like your employee.
The argument is something like this; there should be an expectation of positive attitude and contribution, levels of trust, understanding and compassion, and negative behaviour if not curbed should result in dismissal.
This [...]

Most managers have a wide range of roles and responsibilities which push and pull them in different directions. Much of their time is spent dealing with colleagues and individuals with whom they have no direct authority or control.
A manager cannot handle contact with their subordinates by issuing instructions alone. Therefore, the time they spend with [...]

In a previous article we explored the initial stages in handling a customer complaint. Let’s look at the final elements of complaint resolution:
Identify their needs
Find out what the customer actually wants. This is where your questioning skills come into play. A common mistake would be trying to steer the conversion too early; this is the [...]

If a manager invests in the personal development of their customer service team, to better handle an angry customer, results will be immediate.
The following first steps should be taken to handle an angry customer:
Apologise
Within the first couple of minutes of the conversation, it is often a good idea to sincerely apologise to the client, and [...]

Anger management training is something that all people within a company should be provided with.  There are two main areas where anger can intrude, these are client-staff relationships and staff-staff relationships.  While obviously client-staff issues can cause a lot of problems for the company, it is important not to ignore or neglect the repercussions of [...]

At some point in their life, most people will have to deal with angry people. Whether this at your place of work, or in your everyday life, it will always be an unpleasant experience. However, wherever the anger is encountered, it is important to remember a few simple rules that will help you [...]