Angry customers are common in every business. Some of them can be pretty laid back about it, while others will not hesitate to shout at, insult or even harass you. When customers are upset, they usually want their problem solved, a decent apology and some sort of compensation for their lost time or damages incurred by using your product –that last isn’t usually necessary.
If you own a business, then you should expect this. How can you successfully deal with them in a manner that will help them feel listened to, happy with your service and probably win them over to your side? Here are some tips to guide you.
Learn to Stay Calm – The first thing you need to do as a business owner or customer care representative is to learn how to calm down. If you’re hot tempered, you’ll need to learn how to keep your anger and temper in check.
When customers call, walk into your office to file a complaint or ask to speak with you, they aren’t personally angry at you. It may look like it, but it isn’t. True some customers can be irate and completely unpleasant. It doesn’t matter. What matters is that you remain calm while dealing with them.
Listen to be helpful – No matter how angry they are, just listen to their complaints. Forget any personal insults or barbs. If you think there may be a misunderstanding, please clarify. It’s better to get what they are saying now than to make another mistake that will make them get angrier. Be sympathetic to their plight. This will show in your voice, face and demeanour.
Pacify Them by Offering Solutions – As soon as they are done complaining, pacify them by offering to get the problem fixed, replacing the item, encouraging them to have a seat while you fix the issue and giving them a complementary snack on the house.
Never, EVER allow a dissatisfied customer leave without fixing their problem. Whenever an irate and dissatisfied customer leaves, chances are he’ll tell as many people as possible about his/her experience. This will translate into lost business for you. So, always make sure they leave happy or satisfied.