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Participant Package: Handling Irate Customers

Quick Overview

  • An easy to read, easy to follow Participant Book for participants to follow along

  • Quality technique card 

  • Certificate of accomplishment

  • Customer Service Performance Standard

Availability: In stock




Service Quality Institute gives you strategies and techniques to enhance customer service in even the most stressful situations with the Handling Irate Customers guidebook. The easy to read and easy to follow participant book allows staff members to follow customer service leaders through the program and learn, discuss and use strategies for resolving frustrations under pressure.

When conflicts arise, expectations aren’t met or questions are not resolved, this causes customers to become frustrated, causing stress for themselves and staff members. Success in these situations will help to improve customer relationships, solve problems within the organization and help employees take the next step up the ladder in the organization. With questions answered and frustrations resolved, customers are more likely to return, share with others or leave positive reviews of their problem-solving experience.

Enhance customer relationships and build a service culture with organized strategies for business leaders, managers, supervisors and staff members. Learn more about the SQI’s customer service books, seminars, DVDs and other materials online or call for more information.

Success under pressure will help you take the next step up the ladder within your organization. Dealing with irate customers is one of the most pressure-packed experiences you will ever encounter on any job.Remember… difficult situations can go from bad to worse in a hurry. Download Brochure

6 Steps to Handle Irate Customers
1.      Listen carefully and with interest—but also try to listen to what they are “NOT” saying
2.      Put yourself in your customer’s place—how would YOU feel in a similar situation?
3.      Ask questions and actively listen to the answers.  Use closed-ended questions to elicit a yes/no, or other one-word answer because you get raw information, rather than feelings or emotions.  
4.      Suggest alternatives that address their concerns, and always do so with sincere empathy.
5.      Apologize without laying blame for it might not be your fault.
6.      Solve the problem quickly and efficiently—and your customers to vent, which will allow you to better understand their emotion and their position

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100% Money Back Guarantee

We believe in our products, and you will too! Every program you purchase at Service Quality Institute comes with our Lifetime Satisfaction Guarantee. Train your workforce with our programs, and if for any reason you are not completely satisfied, return the materials for a full refund. No time restrictions.

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