What Does The Angry Person Want?
One of the half-truths about hostile customers is that they want their problem solved. This isn’t the whole story. When a person is initially denied something from an organization, they get to a point where the problem becomes secondary. Yes, they want the problem solved, but after a point, they get so angry that they are unwilling to work positively to get what they started out wanting. Even if you could work something out with them, they would still be angry. It is important to realize that very angry people want an opportunity to vent their anger, and they want to be heard and acknowledged. If you don’t acknowledge their anger, and move too quickly to try to solve the problem, you will likely make them angrier and more abusive. What To Do? There are specific things you can do to take control of potential hostile situations so that they don’t escalate into major time-consuming conflicts. First, you need to observe customers as they approach, and prepare yourself for the possibility t
