Defusion of Anger®
One Day

Employees often adapt the Jack Webb approach - being more concerned with gathering information than allowing the complainant to talk. When this happens the ability to satisfy the customer is minimized.

Objectives

• Provide a tactical tool all employees can use when dealing with an emotional customer.
• Understand the needs and wants of emotional customers.
• Recognize the three types of anger.
• Understand the relationship between emotion and reason.
• Effectively communicate using the Do's for defusing anger.
• Identify and avoid common pitfalls when dealing with an angry customer.

Agenda

Understanding your customer's behavior
What the customer wants and expects
Anger vs. reason
Basic human needs
The Do's of effective communication
Effective listening approaches
Use of powerful agree statements
How to remain calm and respectful
Acknowledging the emotion
How to apologize without placing or accepting blame
How to use empathy
The Don'ts to effective communication
Debating facts and using fight words
Jumping to conclusions
Relying on the Dirty Baker's Dozen (13 verbal "crutches" used on customers)

Defusion of Anger is a registered trademark of e-Satisfy