By Nancy Friedman, Keynote Speaker, Customer Service Expert, President, Telephone Doctor Customer Service Training


ASAP has long been the acronym for “As Soon As Possible” and that, of course, is true in handling a frustrated, irate customer.

However, it’s also an acronym on one of the better ways to ACTUALLY HANDLE the situation. Our 4-point process has helped thousands of companies and folks make the very best of out some most unpleasant circumstances.

Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers:

Apologize and acknowledge

Sympathize and empathize

Accept responsibility

Prepare to help

Feelings are key. We need to apologize sincerely, immediately, and follow up with action. Insincere responses, such as “Oh, I’m sorry,” won’t help and could even cause additional damage. Imagine you were the customer with that experience and ask yourself how you would want it handled.

Let’s break it down step-by-step. Watch this short video. 

Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.