The average business only hears from 4% of dissatisfied customers. So when you do hear from an irate customer, it's important to look at it as a golden opportunity to improve your services, prevent future complaints, and gain a loyal customer. This approach is not intuitive, but it's effective.

Today, I talk about how to react to an irate customer and why it's never productive or acceptable to simply yell back. I offer insight into the ideal mindset when engaging with irate customers, and I share eight steps for turning them into loyal ones.

"Remain calm. Do not try and match their anger levels. It is never okay to be rude to a customer."

- Murtaza Versi

This week on the Engage Relate Perform Podcast:

● Why returning rudeness doesn't solve anything

● Why the customer's anger is not actually directed at you

● The presence of emotion in the encounter

● The power of sympathy, empathy, and listening

● Why you should thank the irate customer

Engage, Relate, Perform!

I’m Murtaza Versi, and this is Engage Relate Perform, the show that helps leaders and organizations drive long-term results by fostering relationships and enhancing engagement.

Whether you’re looking to improve your team’s performance while impacting lives and driving long-term results, or you already have that dream title, or you’re simply curious about how far you can challenge yourself, this is the show for you.

Get all the latest information at murtazaversi.com/pod and with us at hello@murtazaversi.com. Don’t forget to subscribe and leave a review wherever you get your podcasts!

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I want to give you the opportunity to get my very free, very useful ebook, Engage, Relate, Perform – 90 Days to Conscious Leadership and Performance Culture.

It’s a 90 day, effective guide to get you inspired for your leadership journey daily. In it, you’ll find practical tips you can follow every day to guarantee that you give and get the best out of existing relationships for long-term results.

It takes 90 days to create a lifestyle. That’s what culture means: a way of life. So if you want to do the work but still enjoy the journey and, above all, look forward to it day by day, then go to my website and download your copy of Engage, Relate, Perform – 90 Days to Conscious Leadership and Performance Culture.