Scenario 4 – Conflict / Angry Customers Driver ‘Vic’
Transactional Analysis (T.A.) P P A A C C
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
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