Angry customers are more judgmental and less open to solutions. Defuse customer anger using the partner technique to help them feel better.
- Negative emotions can have a heavy influence…on customer's perceptions of service failures.…Problems can feel even worse…when a customer is upset or angry.…In his book, Working with Emotional Intelligence,…Daniel Goleman described a phenomenon…called emotional hijacking.…This occurs when emotions become so strong…that they hijack the rational part of the brain.…People suddenly lose the ability to be reasonable…until these strong emotions can be soothed.…
Let's look at a scene…where a customer experiences an emotional hijacking.…- This is ridiculous, I've been waiting here half an hour.…Why am I still here?…- Ma'am, just calm down.…- Okay, don't tell me to calm down.…- It's only been 10 minutes.…- Don't tell me to calm down.…What kind of attitude is this?…Let me speak to your supervisor.…(man sighs deeply)…- Hey Jim, could you come to the front office for a minute?…Thanks.…He'll be here in just a second.…
- That scene was a reenactment…of a real interaction I once observed.…Customers can get really angry…over what may seem like a small issue…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.