12. 6 STEPS OF DEALING WITH
UPSET CUSTOMERS
Step One: Begin with a positive attitude
Step Two: Let Customer Vent
Step Three: Be Empathetic to the Customer
Step Four: Demonstrate You Understand
Step Five: Begin Active Problem Solving
Step Six: Mutually Agree on the Solution
13. Step One: Begin with a positive attitude
We are not
born with an
attitude.
14. Step One: Begin with a positive attitude
Causes of poor attitude
Low self esteem
Fear
Boredom
Resentment
Unresolved conflict
15. Step One: Begin with a positive attitude
Keeping a Positive attitude
Start each day fresh
Enjoy the moment
Surround with Positives
16. Step One: Begin with a positive attitude
Two Types of People
Fountains Drains
41. The A’s of Apple Service
A - Acknowledge that
their concerns are valid
42. The A’s of Apple Service
A - Acknowledge that
their concerns are valid
A - Align with the customer, agreeing
that you would feel the same in their
shoes
43. The A’s of Apple Service
A - Acknowledge that
their concerns are valid
A - Align with the customer, agreeing
that you would feel the same in their
shoes
A - Assure the customer that you
will be able to solve their problem
to their satisfaction