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When an angry customer comes to you, can you know if they are real angry or just acting so? Are they really unsatisfied, or they just want to gain some benefits??
A Customer can get angry because;
Therie expectations that have not been met
Taking their personal frustration on you
Not getting enough attention and respect
They were cheated
Poor service
Looking for reduced price
If one didn't get as expected he will get angry
He found us below his expectation.
Because You Didn't Give Him What He/She Wants And The Service Wasn't As Good As he Expected Or Maybe Because Of a Wrong Info
In most cases yes!
Well it depends on the situation but since its your own customer you can easily find out if there really is something wrong with your service/product or they are just making it up to get some benefit. Any business would try and sort out the complaint if it is genuine as per procedures they have in place. But having said that, you need to know the worth of the customer, if you notice that the customer actually is looking to take some benefit out of it and a little compensation helps you retain the customer i would say GO for it, as retention of the customers is of key importance for any business. Fake or Genuine complaint is a daily thing every organisation faces what matters here is how to tackle?
Only10-17 percent customers complain looking for a resolution to their query all the others complain as they either just want to be heard or need a closure for dissatisfaction or grief caused in the engagement process.
To make customers happy, you have to show them that you care about them and about serving them well. You have to spoil them I would say. So they feel that you’re doing your best. And ever you couldn't provide what they want but you really worked hard trying their customers satisfaction level will increase and they would appreciate you.
"What reasons you have to say that Customer need not be angry"........
