Chapter 3 - 1 Where Does Angry and Hostile Customer Behavior Come From?
As we started out exploration of the Psychology of customer upset in the last chapter, we'll continue here. It's essential to understand exactly where the angry and manipulative behavior comes from if we are going to make informed choices about what we can do to defuse the anger.
In this first part of Chapter 3 we look at why adults tend to revert back to more childish and self-centered behavior when under stress, emotionally aroused, or when angry. There's a good reason why some angry customers act like children, and we need to understand that.
Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.