Calming a Complainer

This course provides skills to deal with complainers professionally and calmly by examining an amusing case study: Barney is irate because his car is blocked in, and gets increasingly angry when his complaint is mismanaged. Marcus the manager shows how even when someone is angry and complaining, you should stay calm – never be angry, rude or patronizing. Manage your emotions – know that you have the capacity to solve the problem - and take responsibility to get things fixed. Show your concern, actively listen, ask questions to get to the facts, and work together to solve the problem with a practical solution. In this course, you will learn that when someone has a complaint or is unhappy or becoming angry, you must not get caught up in their emotions. You will manage a complainer well when you take responsibility to fix problems and keep working with them to exceed expectations.

Learning objectives:

• Don't ignore reasons for anger, INSTEAD: Ask questions to establish facts
• Don't raise your voice, INSTEAD: Stay calm and in control
• Don't escalate by being defensive, INSTEAD: Take responsibility to fix problems
• Don't lose your positivity, INSTEAD: Persevere and exceed expectations