Comments on: How to diffuse an angry customer http://www.serviceuntitled.com/how-to-diffuse-an-angry-customer/2010/01/15/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: RE: How to diffuse an angry customer | Research Bubble http://www.serviceuntitled.com/how-to-diffuse-an-angry-customer/2010/01/15/comment-page-1/#comment-1093634 RE: How to diffuse an angry customer | Research Bubble Wed, 18 Aug 2010 22:47:18 +0000 http://www.serviceuntitled.com/?p=1388#comment-1093634 [...] I read a post on Service Untitled, How to diffuse an angry customer.  Cheryl talks about the poor service shown by a local shoe store and some great ideas to improve [...] [...] I read a post on Service Untitled, How to diffuse an angry customer.  Cheryl talks about the poor service shown by a local shoe store and some great ideas to improve [...]

]]> By: Micah Lauret http://www.serviceuntitled.com/how-to-diffuse-an-angry-customer/2010/01/15/comment-page-1/#comment-1090322 Micah Lauret Fri, 30 Jul 2010 17:01:11 +0000 http://www.serviceuntitled.com/?p=1388#comment-1090322 Great Comment Jos. I love Cheryl's take on this situation and I hear Jos' side so often. I can't say that I agree with either side, but I do believe you need to do three things when diffusing an angry client: Identify, Resolve, & Learn. I've responded to your article here. Let me know your thoughts. <a href="http://www.researchbubble.com/diffuse-angry-customer" rel="nofollow">RE: How to diffuse an angry customer</a> Great Comment Jos. I love Cheryl’s take on this situation and I hear Jos’ side so often. I can’t say that I agree with either side, but I do believe you need to do three things when diffusing an angry client: Identify, Resolve, & Learn. I’ve responded to your article here. Let me know your thoughts. RE: How to diffuse an angry customer

]]> By: Jos http://www.serviceuntitled.com/how-to-diffuse-an-angry-customer/2010/01/15/comment-page-1/#comment-1071404 Jos Sun, 14 Mar 2010 08:37:55 +0000 http://www.serviceuntitled.com/?p=1388#comment-1071404 only in US customer service reps actually thank people for bring a problem 'to their attention'. In Europe nobody would take that seriously which would start you off on the wrong foot. It would send the message you're doing what the company is telling you to do without giving it your own personal touch and empathy. Secondly, I am not that familiar with the shoe business, but (again - in Europe) I think you cannot ever return shoes if you've worn them. Blisters or not. Box or not... The above-and-beyond way complaints are sometimes handled may satisfy customers in the short term, but makes them adjust their expectations for the future upwards. In the end that leads to unrealistic expectations. In the example above, if the customer were allowed to return the shoes without the box, next time she would maybe return only one shoe, because the heel broke off and she threw one away already. If that were allowed, she might return next time with only the receipt and no shoes and still expect her money back. That may sound silly, but I'm afraid that is what this world is coming too. only in US customer service reps actually thank people for bring a problem ‘to their attention’. In Europe nobody would take that seriously which would start you off on the wrong foot. It would send the message you’re doing what the company is telling you to do without giving it your own personal touch and empathy.

Secondly, I am not that familiar with the shoe business, but (again – in Europe) I think you cannot ever return shoes if you’ve worn them. Blisters or not. Box or not…

The above-and-beyond way complaints are sometimes handled may satisfy customers in the short term, but makes them adjust their expectations for the future upwards. In the end that leads to unrealistic expectations.

In the example above, if the customer were allowed to return the shoes without the box, next time she would maybe return only one shoe, because the heel broke off and she threw one away already. If that were allowed, she might return next time with only the receipt and no shoes and still expect her money back. That may sound silly, but I’m afraid that is what this world is coming too.

]]>