How Do You Handle The ANGRY Senior Citizen?
Angry customers are one thing. Angry older customers are definitely another!
Keep in mind that today's financial institutions very often frighten and confuse some of our elderly customers. And that the anger that you are faced with just might be fear.
The customer is not angry with YOU personally, but rather with the "system." (You can identify with that feeling, can't you?)
Ignore the customer's attitude...concentrate on the problem by really listening to what they have to say. Ask questions and restate the problem to be sure you understand it.
Handle it. Don't pass it off to someone else.
Copyright © 1990 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 1, No. 1, 1/90
First published on 01/01/1990