Please use your front brain!!

Sarah had some great facts on the angry customer (Yes you can picture someone now!)

The angry customer is using their "Back brain" which is emotion and not their front brain which uses reasoning, language and logic.
 So angry people cannot hear reason or hear you.
To deal with angry customers we need to match the customers pace by adopting a slighty faster pace and  a louder calm  assertive voice.

1. Explain the reason
2. Show empathy eg No doubt your (frustrated, upset etc )about this situation
3. Let the customer know what you can do, perhaps offer an alternative solution.
4. Once you have created a calmer situation begin to seak more slowly and softly and the customer will match you.

As we all deal with this at times here are some very helpful hints:

DO'S

• BREATHE
• Dont take problems personally
• Empathise not sympathise
• Use AND instead of BUT
• Deal with the emotion first then deal with the problem
• Listen without interrupting
• Follow up 
• Appear calm (even if the insides dont match!)
• Give them space 
• BREATHE

Thanks Meagan