Spot the early warning signs of customer anger. Use techniques to prevent customers from getting upset. Avoid triggering negative emotions.
- Working with angry or upset customers…is one of the most challenging aspects of customer service.…I'd like to share a technique that allows you…to prevent customer anger before it even begins.…The technique is called the preemptive acknowledgement.…Now, the key to this technique is to preempt customer anger…by spotting situations where a customer…is likely to get angry and then addressing…their negative emotions before they boil over.…Let's look at a scene where a customer…reserves an item online and arrives to pick it up.…
- I double-checked the computer a couple of times…and it looks like we're out of stock.…Looks like (sighing)…the website was wrong.…- But I reserved it online!…Like, why did I even drive down here…if you guys don't even have it?!…- You may have guessed the customer would get angry…as soon as he learned the store was out of stock.…When customers get angry,…they're not just angry about a specific problem.…What really makes them upset is nobody seems to care!…The preemptive acknowledgement works,…
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.