Once you’ve reached an understanding, let the other party have the last word. The reason behind this is to avoid saying anything that may be interpreted as an accusation, rekindling the flames. Your goal is to end the conflict and to reach an agreement and to have the last word rarely gets you there. Keep your cool and ignore the little things. Let the other side feel they won while you concentrate on your achievement.
Dealing With Angry Customers
Keeping customers is as important as getting them. This training video demonstrates a simple method for dealing effectively with angry customers. First, deal with the person; then, deal with the problem. This program shows how to deal with customers who are face-to-face and over the telephone.