Join Jeff Toister for an in-depth discussion in this video Preserving the relationship, part of Working with Upset Customers.
- So far in this course, … we've covered what to do … when you encounter an upset customer. … That's important stuff, … but what you do afterwards … can lead to fewer upset customers in the future. … This video focuses on preserving the relationship … with customers who are upset or angry. … They might be upset in the moment, … but we want them to feel better … the next time they do business with our organization. … An upset customer, like any other customer, … has the potential to impact your organization … in a number of ways. … They might stop doing business with you. … They can provide negative word of mouth advertising … by telling their friends about their bad experience … and they can make your job harder if they're still angry … the next time you serve them. … I also look at preserving relationships … as a personal challenge. … One of the biggest accomplishments in customer service … is to find a way to get an angry customer to like you. … I remember a time when I worked in a call center …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words