Tag: Handling Difficult Customers

Verbal Aikido: A strategy for handling difficult customers

In my live Verbal Aikido workshops, I demonstrate the martial art Aikido and offer it as a strategy for diffusing anger. I began teaching this unconventional approach to managing conflict after having my breath taken […]

How to Lose a Customer (and your business) Over 8 Dimes

One of the top reasons customers state for leaving a company is a problem was mishandled.  Frontline employees need to be trained to respond to problems with a sense of urgency and to do everything […]

How to Handle Difficult Customers – 4 Tips Featuring Steve Martin

I got a belly-laugh watching this video! Steve Martin, in “Planes, Trains and Automobiles” is the perfect difficult customer in this example. Laugh as you learn 4 practical tips for dealing with difficult customers.   […]

6 Things You Should Never Do with an Upset Customer

  Today I hosted my Stop Screaming at Me webinar. One of the things I shared with my participants is “6 Things You Should Never Do with an Upset Customer.” These 6 things tend to […]

Sorry Works! The Bottom-line Benefit of Apologizing to Customers

Confident Mature Businesswoman At The Office

One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50 percent of customers who voice a complaint never receive an apology from the organization.

Not only does an apology provide “soft” benefits such as creating calm, shaving minutes off of talk time, reducing stress on the employee, etc., but it can also translate into significant and measurable savings in decreasing lawsuits, settlement costs, and defense costs.

Doctors and hospitals are beginning to discover what savvy customer service professionals have always known: sorry works. A new program for doctors, nurses, and hospital administrators called Sorry Works encourages doctors and hospitals to apologize quickly when mishaps occur and to offer a fair settlement upfront to families and their attorneys. The Sorry Works program has resulted in a dramatic drop in lawsuits. The University of Michigan hospital recently implemented Sorry Works and reports that the number of pending cases has dropped and defense attorney fees decreased from $3 million to $1 million annually. Clearly, sorry does, indeed, work.

Does a 2 million dollar savings based solely on an apology sound too good to be true? Let me walk you through exactly why sorry indeed does work… here are the facts:

Top 6 Ways to Get An Angry Customer to Back Down

Here’s a short (old) video training from our original online training series. Learn. Enjoy. Share. If you like this video, you may want to check out our customer service eLearning. Learn more or try for […]

“How to Handle Difficult Customers” Training Kit for corporate trainers

How to Handle Difficult Customers In-House Training Kit Everything You Need for a Total Complaint Handling Training Experience  Get your training materials now and equip your employees to deal with difficult customers with diplomacy and […]

How Do You Handle a Problem That’s the Customer’s Fault?

Q. I attended your webinar yesterday on customer service. I found it helpful. Most of the scenarios discussed were when the company “messes up”. For instance, UPS’ strike caused service issues. The company did not […]

20 WOW Telephone Techniques: Tip #17

What to say to the yelling or cursing customer “I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back another time. It’s up […]

The Secret of Socrates

  How to get irrational customers to think rationally   The diplomatic communicator builds a psychological path toward an affirmative response by strategically getting their “opponent” to say “yes” a number of times. Get the […]