http://theexperiencefactor.com Creating extraordinary experiences one person at a time Thu, 02 Sep 2010 09:02:26 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://theexperiencefactor.com/examinations-case-studies/articles/me-irate-never/#comment-145 Jake Hillman Wed, 10 Feb 2010 23:27:16 +0000 http://theexperiencefactor.com/?page_id=293#comment-145 Jen, I totally love this and have used this technique to train employees on how to handle irate customers. It's good to know that I'm not the only person who has had to deal with the baggie-nazzi at the Air Port. What's interesting to me is that many don't feel that they should have to apologize, claiming, "It's not my fault"; to which I reply, "so what, get over yourself". Apologizing is taking responsibility for someone's request, not admitting fault. In a recent attempt to purchase computer equipment (my first mistake) lead to mistake on the retail store's part. While the mistake was upsetting, my iritation turned to boiling point when the manager stated, "If you don't know who you talked to, I really can't do anything about it". A simple "I'm sorry that happened" would have been the ice cube in the boiling water, however, she just turned up the heat. Thankfully, extensive training has taught me to be professional, no matter if I'm the culprit, or the victim, so I just left before anyone got hurt. Thanks for the awesome words and great reminder. I'm definitely going to pass this along. Blessings, Jake Jen, I totally love this and have used this technique to train employees on how to handle irate customers. It’s good to know that I’m not the only person who has had to deal with the baggie-nazzi at the Air Port. What’s interesting to me is that many don’t feel that they should have to apologize, claiming, “It’s not my fault”; to which I reply, “so what, get over yourself”. Apologizing is taking responsibility for someone’s request, not admitting fault. In a recent attempt to purchase computer equipment (my first mistake) lead to mistake on the retail store’s part. While the mistake was upsetting, my iritation turned to boiling point when the manager stated, “If you don’t know who you talked to, I really can’t do anything about it”. A simple “I’m sorry that happened” would have been the ice cube in the boiling water, however, she just turned up the heat. Thankfully, extensive training has taught me to be professional, no matter if I’m the culprit, or the victim, so I just left before anyone got hurt.
Thanks for the awesome words and great reminder. I’m definitely going to pass this along.
Blessings, Jake

]]> http://theexperiencefactor.com/examinations-case-studies/articles/me-irate-never/#comment-144 Handling an Irate Customer Wed, 10 Feb 2010 03:43:20 +0000 http://theexperiencefactor.com/?page_id=293#comment-144 [...] gives a bit more guidance and is grounded in research (seriously), case studies and psychology.  Approaching the Irate Customer Consider allowing your employees to read this as a starting point to addressing difficult customer [...] [...] gives a bit more guidance and is grounded in research (seriously), case studies and psychology.  Approaching the Irate Customer Consider allowing your employees to read this as a starting point to addressing difficult customer [...]

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