Aren angry customers who do not fear

Aren angry customers who do not fear An enormous amount of time, money and energy spent on teaching corporate America customer service representatives and other partners ways to prevent, reduce and remedy conflicts with customers.Examine classes offered by the giants in the field training, and seems always to find something to report? dealing with conflict and difficult clients. No? s one way to be safe, sturdy and supportive to those records that offerings.But? s all based on a mistaken assumption: that the main obstacle to be addressed, reduced, to overcome, are angry people.What if customers aren? Not angry? would it be? Not that most of these efforts are wrong, if not completely lost? would it be? you mean no? Re medicine Ailsa wrong prescription for them and us? Consider this alteative explanation. When customers call, using a loud voice, expressing settings and starts, and even if corporate social responsibility in swipe? S, these people are not angry.They? Back afraid.If that? Fear, need of tranquility. As a child hears a disturbing sound during the night, they must be comforted, it has been said that? Ll be protected, which ones? Back safe.They you should not participate in a debate on whether there? S something lurking out there. You can use the rational part of the brain, everything he wants, and she won? Do not put a child in petrified ease.You not you? Conflict? with your child. Their interests are identical. You? Back to the same team! While the child may be expressed aggressively, that is their fear of defensive reaction. It makes no sense to attack their defense, only hide the problem, even more.So, this means there are no conflicts? That exist, but we must define, properly.Conflicts are misunderstandings and disagreements on the facts. The client says that you sent the payment with your time, and representatives that the disputes which are in a state of low conflict.But which is the fear fostered by the customer who is? Ll wrongly charged late fees and finance charges. Ensure that immediately abandon any unforeseen penalties, and the conflict becomes moot.Suddenly, nobody cares about to prove whether or not the client? Do not send your payment.The key is to look through the anger to determine the base fear. Being a good client-doc. Pass under the symptom, the real problem.Then apply due care and cure.Dr. Gary S. Goodman, chairman of Customersatisfaction.com is a keynote speaker, management consultant and seminar leader and best-selling author of 12 books, including some groups and sales? and monitoring, measuring and managing customers. He is a frequent guest on radio and television throughout the world. A doctorate from the USC Annenberg School, Gary offers programs through outreach at UCLA and numerous universities, trade associations and other organizations in the United States and abroad. E ', based in Glendale, Califoia, and can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.