In our business we strive to make our customer experience the best that it can be in our industry. Even though we have systems in place to ensure that customers leave us happier than when they arrived, sometimes , just sometimes – something happens in our interaction with the customer to make them really really angry.
Not just confused, or disappointed – but actually angry!
This got me thinking about the lessons I learned in psych grad school, and how I could apply the techniques I learnt from dealing with emotional/upset/angry clients/patients to better dealing with angry customers. [Read more…] about What Psych Grad School Taught me About Dealing with Angry Customers