Learn to Manage Customer Hostility

Course Description

Steve was raised in the mechanical contracting industry and spent over 15 years managing home warranty repairs. He discovered the sooner a problem can be moved to resolution and kept out of the hands of management, rating services and/or lawyers, the sooner contractors can move on to service the next customer. His experience and time spent in the field of HVAC work prepared him to be an effective trainer.

Steve’s course will start with a dramatic, real-life scenario to provide the audience with a picture of the mindset of the customer. Next, he will introduce four classic stages of anger and outline what how to address each.

The four stages of anger include:

• Calm – No resolution needed.
• Annoyed – Need resolution.
• Frustrated – The customer is asking for the company to bend, provide more than what is normal.
• Furious – The customer wants to see the company suffer and they do not care how much money and time they must exhaust to get it.  This is caused by an egregious lack of concern on the company’s part.

Realistically, any person in a company who is answering a phone, email, instant message or greeting someone in person needs to understand that customers are classified at level two where stress has already escalated enough to begin communicating with your business.

Everyone, including customers, can move through the four stages of anger. Steve will demonstrate this using many situations to address circumstances leading to each level of anger and verbal tools to seek a resolution. He will teach techniques on how to deal with customers, provide service technicians and staff with the tools to better deal with each other so no one feels marginalized.