How to handle angry customers?

Customers are angry at something. Letting the customers to vent out their frustrations will help us out to fully understand why they are angry. This requires active listening and you have to carefully analyze what their problem is all about. Listen as if you are listening to a friend who is grieving at something and who is needing your advise to help them sort out whatever their problem is. As soon as you are able to figure out the main problem provide the resolution or if it needs to get escalated to a different person or department, assure them that someone will work on and that you will be taking their concern with the highest priority to show that you care and willing to help them to get their concern taken care of.

1. Never use sarcasm or obviously faked politeness. Behaving in such a way will only fuel the customer’s rage and will make the situation a whole lot worse.
2. When you listen to them, listen for the answers to these questions: What happened to make them upset? What do they want? What can you do to help?
3. Separate your feelings from the situation.
4. A good way to make sure that you know exactly what the problem is, is to use calm and collected wording like “I understand that you are upset, and rightly so,...
5. Let the customer know that you are genuinely sorry that this happened to them.
6. Offer a possible solution (or solutions)
7. If you simply cannot give the customer what they want, give them something for free (you may need a manager's approval) to make up for it.

listen, understand and argue 

First rule is listening-listening-listening and not arguing. When anger slows down, then you can start negotiations softly

Patiently listen to the customer and understand the reason for his anger, apologize if there is any mistake/delay at your end, give the assurance to the customer that the matter will be resolved on high priority and take up the matter internally and if required should be escalated so that the matter can be resolved quickly and can meet customer's expectations.  If the issue is beyond control, keep the management informed so that the best possible solution can be provided at the earliest.

SIMPLE!!!!! Calm down Listen him and show your patience, you will have to ask customer that how could I make your day better, try to win his trust again over your organization by providing him best solution to his problem.

At first try to understand the reason for his anger. if it is your mistake, then directly without hesitation apologize. The customer will immediately cool down. if it is not your mistake, then try to find out whether you can be of any help to sort out the issue. In both ways, you are trying to support the customer, to find a solution. This act will not only calm down the customer but will give him a good opinion about you.

USE POLITE LANGUAGE

FIRST FOCUS ON THE REAL POINT, WHY HE IS ANGRY ??? FROM YOUR COMPANY > YOUR SALES STAFF ? YOUR SERVICES ? YOUR PRODUCT VALUE ? ....... FIX THE PROBLEM THEN DEAL IT WITH SMARTNESS ................ GOOD DAY

SMILE TO THE CUSTOMER,

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