How to deal with stressed and angry customersby
The economic crisis can leave tempers frayed but biting back at angry customers does nothing for repeat business. New York Times bestselling author Kerry Patterson explains the common mistakes when dealing with stressed customers and how to rectify them.
As people face layoffs, cut backs, decreases in bonuses and the like in this turbulent economy, many customers are feeling stressed. And with this stress comes anger - often aimed at people on the frontline. It can be easy to get defensive or bite back but part of customer service means recognising these. But there are also some common misconceptions about how to react.