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Effective Ways to Deal with an Angry Customer - Lesson Summary

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The key points from this module are:

Anger is a strong response to a perceived provocation or hurt.
Anger can reduce a person’s ability to control their emotions or actions.
Poor social skills are related to anger issues in people.
If the root cause of customer anger is poor service, poor delivery, or poor performance, then you need to improve your business processes.
Reducing risks, errors and delays is an important part of improving business processes.

 A customer behavior policy lists out all the acceptable and unacceptable behavior from prospective customers or clients.


The three types of anger are:

Sudden anger
Deliberate anger
Disposition anger


Buyer’s remorse is a psychological phenomenon that can arise after an agreement is reached.
Offering a trial period or cooling off period to customers can significantly help to manage buyer’s remorse.

Poor customer service and poor product performance are common causes of customer’s anger.


The four most common causes of anger in a customer service or client situation are:

Intoxication: Your organization should have a policy and procedure for dealing with intoxication. 
Stress: Many aspects of your service or your products can cause customer stress. 
Anxiety: The customer may feel worried about some aspects of your product or service. 
Pain: The customer may have personal issues or business worries.