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It seems lately that the biggest issue in the customer service industry is how to stay cool with your customers.

We have seen a few Airlines struggling with customer service and how to deal with conflict.

We are seeing people being thrown of flights and mothers hit in the face all because of a conflict situation that was not handled well.

Answering the phone in your business can at times be very difficult. Callers are not always happy and how the call goes depends on how the call is handled.

We have all heard, “the customer is always right.” Being right is a perception of reality, the perception of your customer.

Either way you are never going to be a winner in customer service if you are not agreeable and understanding.

You want the caller to start to think about their perception of reality and then you can start to reason through the issue or conflict.

Put on your listening hat.

When a caller is annoyed you need to be quiet and listen first. Don’t jump in and offer solutions. It is so important to let the caller say what they need to say while you listen.

The next step is to talk in a calm and slow voice and start to get the caller thinking by asking questions and listening to them.

The questions you ask can actually be the solution.

While you are on the phone you want to avoid taking any type of attack, personally.

The person on the phone often has a problem but you are not the problem, you are there to offer a solution.

I know this can be a challenge at times.

Keep in mind that when someone appears angry and annoyed on the phone, it is often not because they are an angry person but they are angry about the situation. Once you separate the two, it is so much easier to find a solution.

People who are frightened, confused and frustrated sound angry and annoyed when they are on the phone.

Think about the times when someone has been so angry on a call and then once you work out how to solve their problem, the person on the call turns into a completely different person, who is happier and pleased.

Keep your tone calm and helpful. You don’t want to also get angry and annoyed.

Two angry people on the phone goes nowhere in a hurry.

If the caller believes you understand their situation and you will help them, watch their anger start to disappear.

Working on your customer service and how you answer the phone to prevent conflict should be your first priority but things can happen and when they do you want to make sure everyone on your team knows what to do.

Looking at recent conflict situations on airlines just highlights the importance of the correct procedures to follow when a customer is unhappy and annoyed.

Responding the wrong way can get you into a lot of hot water and you will lose customers.


This blog  features simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.


Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.

If you’d like to know more,  download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..


My next public speaking presentation teaching Dental Front office Staff how to improve their phone skills will be held in Perth Western Australia on Friday June 16th 2017.

I will also be presenting in Melbourne Victoria in Friday June 23rd 2017.


At present I have availability for only THREE new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com



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