Angry People, Irate Customers and the Upset Public

(How to Turn Tough Customers into Your Best Customers!)

 

Here are the shocking facts:

FACT:  Disgruntled customers tell an average of 11 other people about their bad

experience with a company.

FACT:  An angry customer who is delighted with your response to a problem will

tell as many as 20 persons about the positive experience.

FACT:  Word of mouth is the most powerful marketing in business

FACT:  97 percent of all companies never formally train employees in the art of

conflict resolution.

 

This is an action-packed half-day workshop with proven strategies and techniques to help everyone in the company

turn irate customers into your best customers.

• Take charge of your attitude (even if you’re having a bad day!)
• Communicating respect…the golden word with customers
• Clarify communication in conflict
• Listen effectively
• Calm angry people
• Avoid escalation
• Negotiate a reasonable settlement
• Create raving fans of your business
• Handle ornery people (and not let them get the best of you)
• How to build trust — the glue of good customer relationships
• Cultivating a great sense of humor — the number one quality customers love!
• Overcome stress and burnout
• The 27 most important words with angry people
  

Special Bonus Section…How To Handle the 10 Most Difficult People:

• The Irate Customer – Attacks you “You people…”

• The Long Winded Customer – Gives you their whole life story!

• The Demanding Customer – “I want it NOW!”

• The Abusive Customer – “You *&%!!#@% ”

• The Telephone Talker – Can’t put down the phone!

• The Liar – “When I received it 5 years ago it was damaged!”

• The Web Blaster – Bad-mouths you on Facebook & Twitter

• The Threatening Customer – “I’m coming down there with a gun!”

• The Arrogant Customer – “Do you know who I am!”

• The Impossible Customer – “I want the sun, moon and stars!”