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Speaker Bios
- Lisa Dennis
- Charles Dennis

Session Title: Your Company’s Best Friend, the Angry Customer

Speaker: Charles E. Dennis, Vice President, Knowledgence Associates

Session Abstract:

You should not consider angry customers to be the bane of your company’s business. They are oftentimes the catalyst or stepping stone to helping you improve your business to the next level of quality. Therefore, it behooves you as a businessperson or a service agent, to brace yourself, suck it up, and listen to (and actually hear) what your angry customer has to say.

When an angry customer contacts you or your business, there are four elements that absolutely need to be addressed, with care and urgency. We will look at these issues one at a time, but please realize that in the heat of the moment, you may very well have to juggle more than one of them at once. In this session, you will learn:

To identify the source of the anger
To handle the interpersonal aspect of dealing with an angry person
To rectify the situation to the customer’s satisfaction
To ensure that the problem does not recur