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1、7TipsonHowtoHandleAngryCustomersWithoutLosingYourCoolVocabulary:1.Customer-buyer,client,subscriber,purchaser2.Composure-feelingofbeingcalmandincontrolofoneself.3.Argue-quarrelordisagree7TipsonHowtoHandleAngryCustomersWithoutLosingYourCoolWorkingincustomerservicecanbeeasyandrewardingwhensomeonecall
2、swithacomplimentorsimpleproblemtosolve.However,somecustomersmakeittoughtokeepyourcomposure.Whenyouarespeakingwithrudeorangrycustomers,itisanaturalreactionforyoutowanttogetangryinreturn—butyouareatworkandyoucannotletthathappen.Belowareseventipsonhowtohandleangrycustomers,whetheritbeonthephone,onali
3、vechatorlivehelpsession,oranythingelse,all withoutlosingyourcool.1.Don’tTakeItPersonallyAlthoughangrycustomerstaketheirfrustrationoutonyou,theyknowthatyoudidnotcausetheirproblem.Allowthemtoventabouttheirproblem,butdonottakeitpersonally.Listentotheirstorywithoutinterruptingandthenfindawaytohelp.2.N
4、everArgueBackItisnaturalforupsetcustomerstoexpresstheiranger,butsomecustomerscantakethingstoofarandyourreactionmaybetodefendyourself.However,asaprofessionalcustomerservicespecialist,youshouldneverargueback.Maintainyourintegrityandbethebetterperson.Ifcustomersbegintoabuseyouverbally,letthemknowthat
5、youunderstandtheirfrustrationandthatbeingrudewillnotsolvetheirproblem.Letthecustomerknowthatyouaretheretohelp,butyoucannotdosountiltheycalmdown. 3.KillThemwithKindnessIfyourangrycustomerrefusestocalmdown,thenkillthemwithkindness.Besincere,respectful,andunderstanding.Showsympathyfortheirsituationan
6、dexpressempathyfortheirfrustration.Bykeepingcalmandcontrollingyourownanger,youmayfindthatyourcustomerwilleaseupalittletoo.Trytomakeajoketolightenthemoodorshareastorytoshowthatyoucanrelate.4.BePatientEachpersonandsituationisdifferent,sobepatientandunderstandthatitmaytakealittlelongerforsomeangrycus
7、tomerstorelax—andsomemaygetangrierasthecallor livechat continues.Stayincontrolandtrytodirecttheconversationtoahappyresolution.Donotrushthephonecallorlivechat,butkeepinmindthatyouhaveothercustomerstohelp.5.KnowHow
