- No business wants irate
customers, but if you do have one that talks with you, that
is one of the best things that can happen to your
- Chances are
this customer is telling you exactly what 100 other
customers are thinking but haven't said.
- So when a complainer makes
their views known, perk up your ears. They
are about to do you a big favor.
- When dealt with
properly, complaints can generate enhancements of your
products & services.
- Furthermore, a well handled
complaint will often turn the complainer into an ally.
| Basic skills in
defusing anger are:
- Be prepared
- Listen and speak
- Understand behavioral
- Recognize difficult
- Deal with