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Digg it UP - The Psychology of Angry Customers
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For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, pe
Security Consultant's Perspective...Regardless of your type of business, size or location, the threat of workplace violence and terrorism is all around us these days. It could involve you, your employees and your business at any time. Protective Measures seem a bit of theatrics yet failure to be vigilant or to exercise due diligence could result in a disaster or a civil suit. I believe protecting the workforce is a never-ending task of vigilance, awareness and training. Protecting the Mail Rooms and educating your workforce is all part of the workplace security process. All employees should be
When it comes to dealing with angry customers, there are four things you must be crystal clear on. These four critical ideas make up what I call the Psychology of Anger.
1. Anger precludes rationality
Angry customers simply cannot rationalize. This is because they are so wrapped up in the emotion of anger that everything you say is filtered through their emotions. Anger is an emotion and emotions are experienced in the right side of the brain. Rationalizing, problem solving, listening, and negotiating are all left-brain activities and your angry customer is stuck in the right side of the brain, and therefore cannot be expected to rationalize with you.
Research has shown that an approach to problem solving that emphasizes anger diffusion first results in a lesser payout by the company.
Warning:
Do not attempt to problem-solve or even offer a concrete solution – such as a credit or a gift card- to an angry customer. Certainly, you don’t want to negotiate with an angry customer. If you do try to problem-solve or negotiate with an emotional customer, you will almost always have to offer more than you would, had you first diffused anger….your first task with an angry customer is to diffuse anger and create calm. You will be far more successful if you first create calm.
2. Anger must be acknowledged
It’s not productive for you to ignore anger or tip-toe around it. There is something known as the communication chain. When people communicate, they expect the person or persons they are communicating with to respond or react…this response or reaction is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked.
For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, per
I’ve always considered Intel to be one of the world’s best-managed technology brands. Last year, Interbrand ranked Intel as the fifth most valuable brand in the world. And it consistently stays in the top ten because management works hard to make sure the brand remains relevant in the fast-moving semiconductor market.Of late, Intel has garnered a lot of press regarding the sweeping changes management intends to make in the company’s brand and product line. In many ways, these changes will send the world’s largest chipmaker into uncharted territory. Some analysts are saying that Intel’s new direction will ne
Angry customers simply cannot rationalize. This is because they are so wrapped up in the emotion of anger that everything you say is filtered through their emotions. Anger is an emotion and emotions are experienced in the right side of the brain. Rationalizing, problem solving, listening, and negotiating are all left-brain activities and your angry customer is stuck in the right side of the brain, and therefore cannot be expected to rationalize with you.
Research has shown that an approach to problem solving that emphasizes anger diffusion first results in a lesser payout by the company.
Warning:
Do not attempt to problem-solve or even offer a concrete solution – such as a credit or a gift card- to an angry customer. Certainly, you don’t want to negotiate with an angry customer. If you do try to problem-solve or negotiate with an emotional customer, you will almost always have to offer more than you would, had you first diffused anger….your first task with an angry customer is to diffuse anger and create calm. You will be far more successful if you first create calm.
2. Anger must be acknowledged
It’s not productive for you to ignore anger or tip-toe around it. There is something known as the communication chain. When people communicate, they expect the person or persons they are communicating with to respond or react…this response or reaction is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked.
For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, pe
Over 70 years ago, Napoleon Hill realized that success for businesses comes from the people within those organizations. However, many organizations still fail to grasp this realization because soft or people skills still are viewed as secondary to job specific skills.One of the executive coaching activities that I employ when working organizations through a change management process is to ask these three questions and listen to the responses: When a person is promoted here at XYZ Company, it is usually because of her or his job specific skills or people skills? Usually 99% will agree that
Research has shown that an approach to problem solving that emphasizes anger diffusion first results in a lesser payout by the company.
Warning:
Do not attempt to problem-solve or even offer a concrete solution – such as a credit or a gift card- to an angry customer. Certainly, you don’t want to negotiate with an angry customer. If you do try to problem-solve or negotiate with an emotional customer, you will almost always have to offer more than you would, had you first diffused anger….your first task with an angry customer is to diffuse anger and create calm. You will be far more successful if you first create calm.
2. Anger must be acknowledged
It’s not productive for you to ignore anger or tip-toe around it. There is something known as the communication chain. When people communicate, they expect the person or persons they are communicating with to respond or react…this response or reaction is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked.
For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, pe
So you want to buy a business? Then you should consider a number of very important factors before investing your hard-earned money and buying a business. First, you should determine in which business arena you are going to invest. With the numerous choices available, such as franchises, start-ups, multi-level marketing and home-based businesses, figuring out where to begin can be overwhelming. You should then review all these possibilities and decide on which business will give you the greatest chance for success.One of the many business opportunities you can pursue is the home-based or multi-level marketing bus
2. Anger must be acknowledged
It’s not productive for you to ignore anger or tip-toe around it. There is something known as the communication chain. When people communicate, they expect the person or persons they are communicating with to respond or react…this response or reaction is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked.
For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, pe
How many of you have faked the smallest (yes, considering it forgivable) details in your resume. Oh, don't feel offended, I just knew that it's a bitter reality that many of us do without thinking it a thing that may deserve a thought. If seen in a Cause-and-Effect scenario, at the Cause level, there are several things that might or might not really result into desirable or undesirable effects. In the hopes of good result and thinking our employers chucking the minute lies in our profiles, we falsify very small and very few things like: Marks in qualification (% or CGPA) Da
For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed.
If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through, that you are not listening.
So, the customer may speak louder to make his or her point. They might become even angrier and more difficult; as they are resorting to whatever it takes to feel heard and understood.
You can keep your angry customers from getting angrier by acknowledging their anger and responding to it. You can respond to anger with a statement like,
“Clearly you’re upset and I want you to know that getting to the bottom of this is just as important to me as it is to you.”
This statement directly and professionally addresses anger – without- making the customer even angrier. Now that the anger has been acknowledged, you have completed the communication chain.
3. The issue is not the issue.
In conflict situations, the issue at hand is not usually the real issue. The way the issue is handled becomes the real issue. What really matters to customers is not the $2 overcharge or the fact their order for cranberry red paint is actually holly berry red. What does matter is how the company responds and resolves the issue. That becomes the real issue.
Always work hard to offer a solution that demonstrates a sense of urgency, is laced with empathy, includes a sincere apology, and clearly conveys that the getting to the bottom of the problem is as important to you as it is to the customer. When you do this, not only will you solve the problem the customer experienced, but you will create calm and regain customer goodwill.
4. Ventilation is crucial.
An Angry customer can be compared to an erupting volcan
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