HOW TO HANDLE ANGRY AND RUDE CUSTOMERS

Why angry customers should not be ignored by your company.

According to accenture 2013 Global Consumer Pulsa Survey,to find out information about a company's products and services.

1. 71% Of U.S. customer rely on word-of-mouth communications.
2. 48% Use Official review site
3. 25% Use costumer reviews and comments from media social or media sites

So what are the consequences Unhappy / Angry customers spread

1. Negatif Online review
2. Negatife comments on social media
3. Negatif word of mounth

Result >>>>>>>>>>> Lost revenues for your company

10 Tips for Dealing with Angry or Rude Costumers Effectively

1. Don't Fight Back, Instead, take the customer's side.
2. Don't take it personality, it's mpst probably not your fault.
3. Use your best listening skills and be an active listener.
4. Remain calm, polite and profesional no matter what.
5. Ask more questions to really understand the problem.
6. Actively sympathize showing respect and understanding.
7. Apologize for the problem a customer is having.
8. Employ all the necessary resources to find a solution.
9. When a solution is found, inform the costomer about it
10. Once it's over, take a few minuts on your own to relax.

5 Customer Servce Quotes to Remember When Handling Unhappy Customers

" Rule 1: The customer is always right.
   Rule 2: if the customer is ever wrong,
   re-read Rule 1."  - Stew Leonard

" Your most unhappy customers
   are greatest sources of learning." - Bill Gates

" Customers Remember the
   services a lot longer than
  they remember the price." -Lauren Freedman

" Your Costumer doesn't Care
  how much know until they
  know how much you care." - Damon Richards

" Unless you have 100% customer
  satisfaction, you must improve." - Horst Schulz