Scenario 4 Conflict / Angry Customers Driver Vic Transactional - - PowerPoint PPT Presentation

Scenario 4 – Conflict / Angry Customers Driver ‘Vic’

P A C P A C

Transactional Analysis (T.A.)

Tips for dealing with conflict/anger (Adult mode)

• Reflect, think before reacting - pause and take a slow breath
• Listen - Let them vent if necessary
• Ask Questions - customer's perception, what they want
• Acknowledge the customer's feelings. In their world, they have

every reason to be angry.

• Acknowledge the impact it will have on the customer – and

apologise where appropriate

• Take responsibility - for what you can
• Don’t blame others
• Admit mistakes where necessary - yours and the organisation’s
• Don’t take it personally
• Take stock - of yourself and your feelings