How to Defuse An Angry Customer

Course details

Who Should Attend:

All Customer-facing Business Professionals

Course Objectives

• Understand the Psychology of "Why", "When" and "How" customers get angry
• Recognise situations that can cause frustration for customers, and seek ways to minimise the issues
• Realise the importance of maintaining a good emotional state when dealing with angry clients
• Develop awareness of how to objectively assess the situation and separate the customer from their behaviours
• Master four easy-to-use strategies to always calm down an angry client
• Understand the importance of both verbal and non-verbal communication in tough situations
• Learn to regain control of the conversation if the customer uses bitter or abusive language
• Become aware of how "Excuses" can further escalate the situation.

By the end of this course you will be able to:

• Have better control on your emotions
• Practice ways to diffuse anger calmly and patiently while handling your most irate clients
• Master the tips and tricks to keeping your calm under most pressured working environment and handling difficult customers
• Better exercise your reactions using emotional intelligence
• Use and exercise the right strategy required to handle varying/alarming customer reactions
• Accurately observe, read, decode body language, thoughts and be able to predict your customers mood at a glance
• Use non-verbal communication to build rapport and empathise with your client
• Speak the language that will help you sell and deal with your customer leaving a positive last impression.

Day 1:   How to Handle the Irate Customer

• Module One: Introduction "The Psychology of Anger"
• Introduction to learning objectives
• Role Play#1: Angry? Really Angry? - How well do you handle angry customers?
• Why do people get angry?
• How Angry is expressed
• The importance of handling angry clients
• Role Play#2: Attention! Where "lays" your focus?
•  Module Two: Remaining Centered Under Pressure
• Role Play#3: I Will get to you!
• 3 Emotional Mastery techniques for keeping calm under pressure
• Role Play#4: The Flawless Natural - Practicing maintaining calm without being too mechanical
• When do Clients get angry? (Emotional Situational Analysis Matrix)
• Video Exercise: Which would you rather deal with?
•  Module Three - The Strategies
• Pacing the customer's experience - Empathy vs Sympathy
• Leading the client to a more favourable state: 4 easy strategies to use when customers get angry
• Exercise: Paving the road map - When to use each strategies (Linking Strategies to the Emotional Situational Analysis Matrix)
• Role play#5: Using The Correct Strategy
• Role play#6: Using The Wrong Strategy
• Demonstration - How customers respond to different strategies
• Reflection and Wrap up

• Module Four: The "How" of communication
• Exercise: Do you trust me?
• The true meaning of communication: Body Language and Tone of voice
• Role play#1: I am not convinced - How customers respond to non-verbal messages
• Video Exercise: Would you buy from this car salesman?
• Role play#2: unconscious tactics - Using non-verbal communication to build rapport and create empathy
•  Module Five: Questions?
• Demonstration - The power of words
• Toxic Words never to use with angry customers
• Role Play #3: Calm me "Blindly" - Understanding how customers respond to certain  words
• Should I ask Questions?
• Exercise: Focus Directing Questions
• Role Play: Any Questions? - Using Questions to redirect the focus of the customer
•  Module Six: BONUS MODULE - What other Types of Clients?
• 3 Bonus Strategies to deal with
• Bonus Role play#1: Dealing With the "Complainers"
• Bonus Role play#2: Dealing with the "All I can Get" attitude
• Bonus Role play#3: Dealing With "Passive/Non-responsive" Customers
• Reflection and Wrap u