In business, it’s a sure bet that you will come across that one customer who will blow through the doors angry (You can count on it).
In business, it’s a sure bet that you will come across that one customer who will blow through the doors angry (You can count on it). It might have been a defective item that they recently purchased or they were not completely satisfied with the
delivery time whatever the case maybe you can expect if it hasn’t happen yet it surely will. So, how do we prepare for an angry customer? Here are 5 steps that will help you calm your customers down.
Its important that in a heated situation that you always remain calm. Being calm and cool also will put the customer at ease if you speak gently, then slowly but, surely their voice will tone down barring that you listen to their complaint first.
This is where your skill comes into play. Listen first and let the customer air out their complaint before you start talking.If you start to talk before they are finished this will cause them to be moreangry. Allow them to vent outbefore you make any suggestions. You will have much better results by listening first.
Your customer is mad and upset for a reason. Put yourself in their shoes and if it happened to you, How would you react? Exactly! mad as well so, by having empathy this will put your customer more at ease and will allow you to now interject with your solutions.
Simple Sorry. When customers see that you are sincere and feel sorry for their situation with the problem they are experiencing, you will see the shift in their attitude and now they can converse in a calm state. A simple sorry goes a long way.
Now that we have cooled down the fire it’s time to resolve the problem. It’s important that a solution to the problem has animmediate answer. The bottom line is the customer wants a result so, procrastination is not an option. Think quick and be a problem solver and you will see that angry customer turn back to the happy client they were from the start.
We at Harry Pound understand the importance when it comes to dealing with angry customers. Our customer service training provides impact to each of our trainees to get the quality results each company is looking for.