MANAGING IRATE

CUSTOMERS WITHOUT
LOOSING YOUR COOL
25 OCTOBER 2019

Classification: Public
Presented By:
JONAS CRUZ – Solar Century Tower
ROSE DELA CRUZ – 88 Corporate Center
ERICK ESPANOLA – Prestige Tower
POL LUCILLO – 139 Corporate Center
SHERWIN MARTIN – Centuria Medical Makati
 OBJECTIVES

Determine how to properly

manage/ handle irate
customers from start to
finish.

Classification: Public
 OVERVIEW
I. Types of Irate Customers

II. Reasons Why Customers Get Angry

III.Importance of Dealing with Irate Customers

IV. What Customers Want? Not Want?

V. The D.A.P.A. Model

VI. Structures for Handling Irate Customers

VII.Need to Know Tactics When a Situation Gets

Heated.

Classification: Public
 IRATE CUSTOMERS
The definition of irate is being
extremely angry.

Anger
Feelings of anger arise due to
how we interpret and react to
certain situations. Everyone
has their own triggers for what
makes them angry.

Classification: Public
 TYPES OF IRATE CUSTOMERS
1. The “I need someone I can complain to” customer
These customers are convinced that your company doesn’t care about them
or their issue. These customers complain regularly to dish on any and every tiny
issue they encounter.

2. The “I want to speak to your supervisor. NOW.” customer

This one puts staff in a pinch because the customer is already convinced there
is nothing your staff can do to help

3. The Enraged, Profane, Power Playing and/or Threatening Irate customers

These customers will say the most hurtful and vulgar words

Classification: Public
 TYPES OF IRATE CUSTOMERS

4. The Serious Complainant

Serious complaints are the most
important issues of the day. Concerned
individuals are legitimate victims of a
problem that came about because of
the company or staff’s mistake.

Classification: Public
 REASONS WHY CUSTOMERS
GET ANGRY
• Personal issues (under great • Rude Staff

stress, trouble at work, family • Hidden Information and Costs

issues or other life challenge. • Low Quality of Products or
• Not Keeping Promises Services

• Transferring from one person to • Inaccessibility

another • Keeping an Issue Unresolved

Classification: Public
 IMPORTANCE OF DEALING WITH
IRATE CUSTOMERS
Keeping customers satisfied & happy
is a key component of good
customer service. No one likes talking
to angry customers and ignoring
complaints can have serious
consequences for your company.

Classification: Public
 HANDLING IRATE CUSTOMERS
The customer wants us to…
• Acknowledge their situation
• Show that we care
• Take ownership of what has
happened
• Handle the matter adequately
and fairly
• Provide feedback
• Keep the promises we make
Classification: Public
The customer does not
want…
• To listen to long explanations
of what happened
• Us to blame others
• Us to generalise
• Us to diminish what has
happened
• Us to leave the issue
unresolved
• Lie
 THE DAPA MODEL

D Define the Customer Situation/ Problem

Acknowledge - Accept from the Customer that we

A understand the Situation

P Present the Solution(s) to the Situation

A Obtain Agreement for the Solution(s)

Classification: Public
 STRUCTURE FOR HANDLING IRATE
CUSTOMERS (D – DEFINE PROBLEM)
Listen actively and let the customer finish. Do not
interrupt

Avoid overreacting; stay calm

Ask questions to understand the situation

Chunk the problem

Validate your understanding of the problem

Repeat with your own words and get confirmation

Classification: Public
 STRUCTURE FOR HANDLING IRATE
CUSTOMERS (A- ACKNOWLEDGE)

Stay humble and sincerely be quick to apologize

Understand & empathise with Customer’s situation

Confirm with the customer that you have understood the

situation.

 Offer sincere thanks for calling your attention & for the
openness to talk

Classification: Public
 STRUCTURE FOR HANDLING IRATE
CUSTOMERS (P – Present Solution)
 Explain our solution for the situation/ give options
 Influence by using customer benefits
 Seek help from your superior officer
 Ask for customer’s point of view to check if satisfied with the
solution.

Classification: Public
 STRUCTURE FOR HANDLING IRATE
CUSTOMERS (A- Agreement)
 Get customer’s acceptance for the solution

 Document your agreement on the decision

 Be specific. Give date/hour

 Take necessary action

 Reassure them you’ll follow through and take ownership –

then actually follow up

Classification: Public
 NEED-TO-KNOW TACTICS WHEN A
SITUATION GETS HEATED
• Handle difficult customers professionally. Don’t take it
personally.

• Remain calm. use a low tone and apologetic voice.

• Offer to meet with him/her in person to address the problem

• Appreciate their patience and apologize gracefully

• Use positive words and pursue WIN-WIN solutions!

Classification: Public
 REMEMBER…

The customer measures us most - when we are

perceived at our worst!

Research shows customers who have never had

a problem with a company are less loyal than
those who have had a problem satisfactorily
resolved.

Classification: Public