Joe LaBracio Irate Adjective Angry or enraged Example Angry Customer Ignoring any attempt to be calmed Never stoop down to this persons level Option A get up defend your downed coworker bound to receive the same fate Dan had ID: 322730
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Slide1
Handling Irate Customers
Joe LaBracio Slide2
Irate
– Adjective
Angry or enraged Slide3
Example
Angry Customer
Ignoring any attempt to be calmed
Never stoop down to this persons level Slide4
Option A – get up, defend your downed co-worker, bound to receive the same fate Dan had
Option B – pretend like you didn’t see anything
Option C – join the angry customer in the beating he is giving Dan
Option D
– Attempt to compromise with this man Slide5
What’s the problem?
How can we fix it?
Is this a “fixable” problem?Slide6
5 Steps
Never raise your voice to a customer already enraged
Guaranteed to make him more angry
Attempt to calm the customer
Fix the problem
Call Human Resources
Bottom line