Calming Upset Customers: Stay in Control ... in Any Situation

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When a customeris upset with your company, you have an opportunity. You can "become the company", defuse the situation, win the customer over, and ensure continued business. That’s a lot. But anyone can learn the skills that are necessary. There is no single techniques for every customer, but the collection of skills outlined here will work in any industry. Calming Upset Customers begins with an explanation for why satisfaction is so important, and teaches you how to: Understand the psychology behind dissatisfaction Avoid irritating and escalating behaviors Learn techniques to calm others in person, over the phone and in email Create an environment and culture for satisfaction

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Rebecca L. Morgan CSP, CMC, is a workforce effectiveness expert. Since 1980,she’s traveled internationally to help make people and organizations more productive and profitable. Her areas of expertise include sales, time management, communication, and creating customer service excellence. She is the author of eight popular books: Professional Selling: Practical Secrets for Successful Sales Remarkable Customer Service… and Disservice Grow Your Key Talent TurboTime: Maximizing Your Results through Technology Life’s Lessons: Insights and Information for a Richer Life Inspiring Others to Win Best Practices in Customer Service Calming Upset Customers Rebecca has produced numerous audio programs, special reports, and customer service manager discussion guides. She’s been featured on and in hundreds of media, including the Oprah Winfrey Show, 60 Minutes, Wall Street Journal, USA Today, National Public Radio, Home Office Computing, and Sales and Marketing Management magazine. She has been a regular columnist for The Customer Communicator, and has had articles published in and/or been interviewed by The Service Edge, First-Rate Customer Service, CRM Magazine, and many others. She’s helped numerous companies create environments that delight customers. Her long-term solutions focus on profitability and attracting and retaining customers. Rebecca has earned the designation of Certified Speaking Professional (CSP), which is conferred by the National Speakers Association (NSA). In 1993, when Rebecca received her CSP degree, only 214 people worldwide—less than 7% of the 3,200 NSA members—had earned this designation. She’s also earned the Certified Management Consultant (CMC) designation, making her only the fifteenth person in the world to earn both designations. Table of Contents Part 1: The Importance of Calming Upset Customers Part 2: Why Customers Get Upset Part 3: Preventing Behaviors That Irritate Others Part 4: Practicing Behaviors That Calm Customers Part 5: Tips For Managers Appendix