We all know there are no shortage of difficult situations frontline employees face when dealing with the angry customer \u2013 whether you work for an airline or a municipal utility or a retailer.<\/p>\n\n\n\n
It\u2019s important to remember that leadership\u2019s job is to support those customer service representatives and other \u201ccustomer-facing\u201d positions so that customers walk away feeling positive about your organization, even when they are dissatisfied about a situation.\u00a0 https:\/\/www.google.com\/save\/list\/E6C4a03LQ3GfHBkutuPg9A?hl=en<\/a><\/p>\n\n\n\n \u201cCustomers want someone with the authority to help them; connection with a human being; communication about progress; an apology, when it is warranted; respectful treatment and a timely solution to their problem,\u201d says Robin Schell, APR, Fellow PRSA, Senior Counsel and Partner of the behavioral PR and management consulting firm Jackson Jackson & Wagner.\u00a0 \u201cMost of all, they want to feel heard.\u201d<\/p>\n\n\n\n There are four steps to handling an angry customer:<\/p>\n\n\n\n Other pointers for enhancing customer (and employee) relationships:<\/p>\n\n\n\n Robin Schell, APR, Fellow PRSA is Senior Counsel and Partner at Jackson Jackson & Wagner, a behavioral public relations and management consulting firm based in the Seacoast.\u00a0 For more information, visit <\/em>www.jjwpr.com<\/em><\/a>.<\/em><\/p>\n\n\n\n <\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" We all know there are no shortage of difficult situations frontline employees face when dealing with the angry customer \u2013 whether you work for an airline or a municipal utility or a retailer. It\u2019s important to remember that leadership\u2019s job is to support those customer service representatives and other \u201ccustomer-facing\u201d positions so that customers walk … <\/p>\n\n
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