A. S. A. P. – How to Handle the Irate Customer

A. S. A. P. – How to Handle the Irate Customer

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President, Telephone Doctor Customer Service Training   ASAP has long been the acronym for “As Soon As Possible” and that, of course, is true in handling a frustrated, irate customer. However, it’s also an acronym on one of the better ways to ACTUALLY HANDLE the situation. Our 4-point process has helped thousands of companies and folks make the very best of out some most unpleasant circumstances. Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers: Apologize and acknowledge Sympathize and empathize Accept responsibility Prepare to help Feelings are key. We need to apologize sincerely, immediately, and follow up with action. Insincere responses, such as “Oh, I’m sorry,” won’t help and could even cause additional damage. Imagine you were the customer with that experience and ask yourself how you would want it handled. Let’s break it down step-by-step. Watch this short video. 

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