Comments on: What to Say to a Porcupine – Part 4: Defusing Angry Customers http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/ The Parature Blog Fri, 20 Nov 2009 14:54:37 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: James Foster http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-213 James Foster Mon, 15 Jun 2009 19:15:10 +0000 http://blog.parature.com/?p=80#comment-213 Rich, I think there are a couple great titles that could stand out - most of us are really looking to solve the 1 or 2 repeat issues. I think something like "It's your fault!: And other ways you're blamed for customers mistakes" Rings true for many of us. Rich, I think there are a couple great titles that could stand out – most of us are really looking to solve the 1 or 2 repeat issues. I think something like “It’s your fault!: And other ways you’re blamed for customers mistakes” Rings true for many of us.

]]> By: Jenny http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-200 Jenny Thu, 11 Jun 2009 14:48:08 +0000 http://blog.parature.com/?p=80#comment-200 I absolutely agree with Randi. It is not only important for yourself to calm an angry customer down but also for the sake of the next agent who will be dealing with this customer. It is actually very easy to calm a customer down with questions that suggest a solution to his issue, ie. “I notice you are very upset about this and I would like to you to solve this issue. Please tell me what the problem is” I absolutely agree with Randi.

It is not only important for yourself to calm an angry customer down but also for the sake of the next agent who will be dealing with this customer. It is actually very easy to calm a customer down with questions that suggest a solution to his issue, ie. “I notice you are very upset about this and I would like to you to solve this issue. Please tell me what the problem is”

]]> By: Rich Gallagher http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-177 Rich Gallagher Tue, 02 Jun 2009 04:23:42 +0000 http://blog.parature.com/?p=80#comment-177 Sure Randi - contact info is on my website (pointofcontactgroup.com). Sure Randi – contact info is on my website (pointofcontactgroup.com).

]]> By: Randi Busse http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-176 Randi Busse Tue, 02 Jun 2009 04:05:03 +0000 http://blog.parature.com/?p=80#comment-176 I'm happy to share suggestions with you Rich. Actually, I would be interested in speaking with you about collaborating on the book. Can we talk? I’m happy to share suggestions with you Rich. Actually, I would be interested in speaking with you about collaborating on the book. Can we talk?

]]> By: Rich Gallagher http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-174 Rich Gallagher Tue, 02 Jun 2009 03:16:14 +0000 http://blog.parature.com/?p=80#comment-174 Say, everyone reading this blog - want to be part of my next literary blockbuster? I just returned from meeting my literary agent at Book Expo America, and she thinks a good next project might be a simple, workbook-style book that purely focuses on the basics of difficult customer situations - not a long 250+ page book like Great Customer Connections, or a fable collection like Porcupine, but rather a stripped-down, very easy to read (and probably humorous) book that looks at the basics of things like good acknowledgements, asking the right questions, etc. Now, here's where you come in: great books start with great titles. And I'd be delighted to see this title "powered by Parature." So what title would really make a book like this fly off the shelves? The fine print: If you post a reply, your suggestions are mine, mine, mine to use as I see fit without obligation :). But I'll be delighted to acknowledge the person(s) behind any suggestions I use. Thanks! Say, everyone reading this blog – want to be part of my next literary blockbuster?

I just returned from meeting my literary agent at Book Expo America, and she thinks a good next project might be a simple, workbook-style book that purely focuses on the basics of difficult customer situations – not a long 250+ page book like Great Customer Connections, or a fable collection like Porcupine, but rather a stripped-down, very easy to read (and probably humorous) book that looks at the basics of things like good acknowledgements, asking the right questions, etc.

Now, here’s where you come in: great books start with great titles. And I’d be delighted to see this title “powered by Parature.” So what title would really make a book like this fly off the shelves?

The fine print: If you post a reply, your suggestions are mine, mine, mine to use as I see fit without obligation :) . But I’ll be delighted to acknowledge the person(s) behind any suggestions I use. Thanks!

]]> By: Rich Gallagher http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-173 Rich Gallagher Tue, 02 Jun 2009 03:06:23 +0000 http://blog.parature.com/?p=80#comment-173 Amen Randi - so few people think to respond to angry people with a question first - good for you! And you hit on a very important point: when people feel understood, often their "demands" melt away into meaningful dialogue. Amen Randi – so few people think to respond to angry people with a question first – good for you! And you hit on a very important point: when people feel understood, often their “demands” melt away into meaningful dialogue.

]]> By: Randi Busse http://blog.parature.com/customerserviceexperience/what-to-say-to-a-porcupine-part-4-defusing-angry-customers/comment-page-1/#comment-170 Randi Busse Tue, 02 Jun 2009 02:05:00 +0000 http://blog.parature.com/?p=80#comment-170 I've found that when I ask the question, "What can I do to resolve this situation", it shows the customer that I want to help and rectify the problem. Many times, all they really want is someone to listen to them and acknowledge them. I’ve found that when I ask the question, “What can I do to resolve this situation”, it shows the customer that I want to help and rectify the problem. Many times, all they really want is someone to listen to them and acknowledge them.

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