Module 9 : Rescuing Difficult Customers

By the end of this chapter, you will know: How to diffuse anger Why keeping a calm demeanour will help solve issues faster How to control you emotions Why you should deal with a customers anger before solving their problem 9.1: Defusing Anger For every ten customers that will be satisfied with your service or product, there will be one that will be dissatisfied. The relationship between your company and the customer does not have to end here, however. Your response will b...