(#544) “STOP YELLING AT ME!” WITH ROMMEL ANACAN

DEALING WITH DIFFICULT RESIDENTS

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Very few people like dealing with complaints; Even fewer people are actually good at it. At the best, many complaining customers don’t feel better about the situation that caused them to complain in the first place.

At the worst, many customers are made even more upset after complaining that they stop being a customer, and possibly tell thousands of people about their bad experience.

In “Stop Yelling at Me” you’ll learn a five-step plan that will help you effectively handle your customer's complaints in ways that help your customer feel valued, will help you make your job easier, and help you create "win-win" situations for both you and your customers!

Catch the two-part recording below.

 
 

Key Take-Aways:

  • HELP: Look and sound like you want to help, even if you don’t really feel like helping.

  • ENGAGE: Stop, collaborate, and listen! (And give cues that you’re listening.)

  • EMPATHIZE: Be sure to acknowledge and honor the resident’s experience.

  • RECAP: Tell them what they told you.

  • OFFER SOLUTION: Try to create a win-win situation.

 
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