How to Handle the Irate Customer

How to Handle the Irate Customer

By: Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training Anyone working in the people business (and that’s pretty much everyone) will tell you that occasional upset, angry, irate customers simply come with the territory. It’s a busy time of year so keeping this short. We’re sharing our ASAP techniques in our effective Telephone Doctor four point plan for calming irate customers and maximizing your chances of retaining their business. A short video for your viewing pleasure. Thanks. Feel free to learn and share. Nancy

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Business Friendly Customer Service

Business Friendly Customer Service

By Nancy Friedman, Keynote Customer Service Expert on Sales and Communications; President, Telephone Doctor Customer Service Training   When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You may be asking yourself, “What exactly is Business Friendly customer service?” We define it as the middle ground between being too cold, impersonal and uncaring, and the other extreme of being too familiar. I’m sure we’ve all experienced both. Here are five points to help you deliver Business Friendly customer service. Every Call is Unique – Don’t Become Desensitized: The customer interaction you perform at the end of the day needs to be as upbeat and helpful as you were with the first one of the day. What happens is often times we get the same questions over and over and it’s easy to become desensitized. We need to remember that to the customer, his question is new to him. And it’s the first time for him; no matter what time of day it is. Solve the Problem – Don’t Argue: You know the old saying “the customer is always right.” Well, the reality is “the

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How To Handle IRATE Customers Video Blog

How To Handle IRATE Customers Video Blog

By Nancy Friedman, Keynote Speaker; President, Telephone Doctor Customer Service Training   Short, sweet and to the point on a topic near and dear to all businesses. Enjoy.  

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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. Suppose a customer calls in screaming, “I want my money back and I want it now. I’m sick and tired of all your mistakes!” Your first response should be “A” – apologize and acknowledge. Start by saying, “I apologize for your inconvenience. No wonder you’re upset.” Then, follow this with an

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