The Psychology of Customer Anger

Learn how to more effectively deal with difficult customers by understanding the psychology of customer anger. This video is part of a 25-module online video course for customer service professionals. If you'd like to learn more, please go to http://www.MyraGolden.Com

Category:

Howto & Style

Tags:

• customer
• servcie
• difficult
• customers

[palatena]

People who make this fucking training programs NEVER took a call. NEVER took a fucking call. LET US DO OUR JOB AT PEACE AND GET SOMEONE WHO CAN HELP US RESOLVE THE COMPANY ISSUES. Companies seem to pay us to be "nice" instead of helping us to be efficient. THEY DONT LET US RESOLVE YOUR PROBLEMS, CAUSE WE ARE DEALING WITH FUCKING IDIOTIC RULES LIKE THOSE.

[cyclepod1]

@xV1cerExc1seRx - too right, some customers/guests will never be satisfied. You kind of wonder why they want to repeatedly use your service but you can't say that. Some customers have no interest in your perspective, they are like spoilt brats having a temper tantrum.

[constancejuarez36]

I wanted to thank you for this great video! I definitely enjoying every little bit of it.



[nrkgarg]

@forloveoffilm Absolutely. Companies are only offering lip service, instead of real service. And they are becoming quite frank about it, the service representatives let you know that they are sorry you are inconvinienced, but they cannot solve your problem.

[PObserver]

Angry customers cannot rationalize? Those who cannot rationalize will not get angry more like it. I am talking about an inbound call center though. If you're an outbounder you deserve every bit of anger, sorry.

[cyclepod1]

@JLitBakerstreet - that is so true, they expect us to be trained doormats.

[cyclepod1]

@Toyomo16 - I do agree that being professional adds fuel to the fire. I thought it was just me. Being professional just means you talk like a robot and are fake. In the real world, you would tell them to take a hike and never come back. But, in business, apparently we want these bastards back.

[cyclepod1]

@elocutionist - 5 ways to get a customer to back down. 1) I will call your boss about this 2) We have already taken your money, so be nice and then we will consider giving you a refund 3) I am not going to deal with you, I will pass you to my colleague 4) Please lower your voice, 5\ I have found the till receipts, ah yes, there you are, you did have 4 pints and you have signed the receipt)

[cyclepod1]

@forloveoffilm - some customers do want you to grovel an apology but they want a result NOW. And that isn't always possible. That's such a pain. They just 'want to take it out on you', we are punchbags'. I hate customer service.

[Mehrunissah93]

@elocutionist LOL.

[Mehrunissah93]

I'm experiencing this situation with someone right now. I apologized for the misunderstanding, since everything I said from the start was taken way out of text and exaggerated. But that's one of the problems with internet communication. When you can't talk face to face you assume the tone of voice used. People who tend to get angry often or over slight issues tend to be sensitive and emotional in general. I get angry a lot, but mine always blows over in seconds. Mostly I'm nonchalant.