This document provides guidance on handling upset customers. It recommends listening to customers' complaints without interrupting, acknowledging their feelings with empathy, and clarifying the issue. The key is to resolve problems calmly and professionally while focusing on solutions within your control. The document outlines the "LAST" approach: Listen without interrupting, Apologize and show empathy, Solve the problem, and Thank the customer. It emphasizes allowing customers to vent, managing your own emotions, understanding issues from their perspective, following through on promises, and leaving customers feeling satisfied.

1. Handling Upset
Customers

2. Be thankful for
customers who
complain. You still have
the opportunity to make
them happy

3. Retain every customer
Our strategy is to retain every customer whenever
possible. We want to provide the customer with a
positive experience while balancing both the business
and customer needs.
 A customer calls to complain about the quality of the
service they received. We must work with them to
resolve their issue.

4.  No organization will always get it right and so an
inevitable part of the job is dealing with
customers who have been upset or disappointed
with our service.
 Because of the emotion involved these
customers can be challenging. Our role is to
focus on solving the problem in a calm and
professional way.

5. Be Professional
 As with any customer situation, our emotions need to be
managed. If we respond with emotion, even if it’s just
defensive, then the situation will escalate.
 We must choose our attitude and empathise with the
customer.
 Remember, they are angry with the situation or issue.
We decide if we are part of the problem or part of the
solution in choosing our reaction to the call.

7. Be part of the solution, not part of
the problem.
The first thing we do is to allow the customer to
vent their feelings. It is unreasonable and
inappropriate for us to interrupt a customer and
ask them to “calm down” when they may have
been trying to solve this problem for days!
LISTEN!

9. Pause
Allows the customer to express
themselves and vent their emotion.
Anything we say at this point will only
serve to fan the flames.

10. Acknowledge
This is our chance to show empathy and to
demonstrate that we are taking the customer
seriously.
Use phrases like, “I understand how you feel”, “I
see”, “I apologize”, “I am sorry”, “I can see how you
might feel that way” so that customers feel that they
have been heard and that we respect them.
It clears the way for us to move forward by helping
diffuse the emotion and placing us on the side of
the customer.

11. Clarify
Sometimes we mistakenly proceed to resolve a problem
based on what we THINK the customer was saying.
This third step of the process allows us to clarify and
draw out information to make sure that we understand
the customer’s true concern. Examples of clarifying
might include:
“What I hear you saying is……is that right?”
“Can you tell me more about…..?”
“How may I help you….?”
“What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more
efficient manner.

12. Respond
 Having diffused the emotion, taken the issue seriously
and understood the detail, now we are ready to
respond.
 Our response needs to be positive and appropriate. We
also need to ensure that we are not over promising.
 If you say you’re going to do something ensure you do
it-or you will have a really difficult customer to deal with.

13. Focus on what we can do
 Customers have little or no interest in our
company policy and nor is it a good use of
anyone’s time to explain what we can’t do for
them.
 Instead explain what we are able to do and try
to present this as a choice for the customer.

14. Tone
 Use a tone that conveys that you are taking the
customer’s issue seriously, but then try adjusting it
gradually so when you are presenting the solution
options you are upbeat and positive.
 Good news delivered in the wrong tone will still sound
like bad news!
 Walk in their shoes
 You probably got into sales because you like people.
Use your communication skills to understand the
problem and use your natural empathy to step into the
customer’s shoes.
 Your actions at this part of the customer journey have a
massive impact on their regard for the company.

15. Creating a L.A.S.Ting impression

16. Listen
 An angry customer will have been thinking for some
time about what they are going to say when they get
through. They may have mentally rehearsed it too.
The last thing they will want is an interruption.
 It is vital that we really listen - the customer will not
appreciate having to repeat themselves.
 So allow them to explain what has happened and
listen hard to get the details. Reaffirm what have you
heard them say, be sure you understand what they
are explaining.

18. Apologise - Empathy
 We are not accepting any liability when we apologise, but we are
expressing our sympathy that someone is upset. It needs to be sincere
and well timed.
 “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can
see how you might feel that way” so that customers feel that they have
been heard and that we respect them.
 It clears the way for us to move forward by helping diffuse the emotion
and placing us on the side of the customer.

19. Solve
 There are several parts to this phase.
 Firstly we need to be sure of the root-cause. This will need
effective questioning.
 When we are sure of the issue we present possible
solutions. The presentation of this is key and we need to
consider how we’d like the customer to feel.

20. To achieve these emotions we need to present a
solution that meets their needs and offers flexibility
which is why it often works to present choices.
Solutions and options must always be offered.
Example: “We can reschedule this for pickup
tomorrow; we can change carriers to improve the
transit times. Which is best for you?”

21. Say “Thank You”
 This is our opportunity to thank the customer for a
couple of things.
 For the opportunity to solve their problem
 Bringing it to our attention
 Their patience
Just like the apology we need to be sincere and
appropriate. There is an opportunity to impress the
customer if this part comes in a follow up call. For
example: “I am just calling to check that everything is
now straightened out and to again thank you for your
patience.”

22. KeyPoints
 Allow a customer to vent their frustration
 Be Professional – Choose your attitude
Really listen to them and seek clarity where
necessary
 Apologize and be empathetic
 Be sincere and authentic
 Present solutions in a positive way
 Give customers choice
 Always follow through.
 Thank Them

23. True or False?
1. Customers are more easily satisfied if their
expectations are effectively managed.
2. In responding to a frustrated customer's question,
it's a good idea to immediately offer a solution.
3. Most upset customers will calm down if you offer a
sincere apology.
4. If a customer gets the wrong idea from a sales rep,
its okay to tell the customer that sales will say
anything to make a sale.

24. True or false
5. When you answer a call, and the customer really
needs to resolve the issue with another department,
it's your responsibility to make sure the customer
reaches someone who can help.
6. When dealing with an abusive customer on the
phone, it's important to hang up right away.
7. The most credible advertising is a satisfied
customer.

25. Quiz
1. Name three things that you should do when
confronted with an upset customer.
2. What is the LAST approach?
3. What 3 questions you can use to clarify the
customer’s issue?
4. What phrases can you use to show empathy?
5. How do we want to make our customer feel?

27. Customer Service Training 2015