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Angry customers are one of the biggest challenges for Marketing/Sales persons. These frustrated individuals can quickly ruin the day particularly if you do not train your staff to handle complaints competently.
The first step in resolving a difficult situation is to diffuse the customer's anger so they are ready to listen to your solution. We have five ways to take the wind out of an angry customer's sails.
Begin with Listening
Most irritated customers need time to vent before they are ready to listen to what you have to say. Give them that time right from the beginning – actively listening to the complaint so you can get to the underlying problem and a possible solution.
Do Not Answer Emotion with Emotion
It is easy to get emotional when someone gets angry with you. However, the furious customer on the other side of the counter or phone line is likely not mad at you – but rather angry at your company. If you can avoid taking the complaint personally, you will be more likely to respond to the customer's anger with calm and patience..
Watch Your Tone and Volume
The best way to counter a high volume from a customer is with a low one that exudes calm and patience.
Apologize When Needed
There are times when a customer is angry over a legitimate mistake made by your company. In these circumstances, an apology is in order, and since you are the official representative of the company at that time, you are the right person to offer that apology.
Take Responsibility and Take Action
Once you understand the customer's complaint, it is time to take action. Since you are the front line for this particular issue, you automatically become the "go-to" person to find a resolution. Even if you have to bring in another employee or department to rectify the situation, it is important to follow up with the customer personally so that they know you are seeing the issue through to the end.
IF U MADE MISTAKE THEN ACCEPT UR MISTAKE AND SAY SORRY AND ENSURE CUSTOMER WE WILL MAKE IT CORRECT AND NEXT TIME WE WILL BE CAREFULL..BUT IF CUSTOMER IS1 OF MOST IMPORTANT CUSTOMER FACILITATE THE CUSTOMER AS MUCH AS POSSIBLE..BUT OF CUSTOMER HAS AGGRESSIVE NATURE..THEN TRY TO AVOID TO MAKE ANY TRANSACTION WITH CUSTOMER .BECAUSE THIS TYPE OF CUSTOMER MOSTLY TRY TO KEEP OTHER UNDER PRESSURE AND THIS MAY HIT ADVERSELY EMPLOYEES WILLINGNESS TO WORK WITH SUCH COMPANIES WHO HAS SUCH KIND OF AGGRESSIVE CUSTOMER..EVEN U PAY UR EMPLOYEE GOOD
Actively listen the customers complaint and ask him for some times to check the problems happened and rectify the problems, if the mistakes from your side do not hesitate to apologize.Some cases the customer may not be right, in this case after listening all of his complaints talk him personally and reveal the problems what was happened and the norms of your company and offer any assistance in the future to clarify regarding the same issue or any other matter and make him or her feel they are really important to us.
keep calm and explain to the customer what they need to know BUT when all dust has settled also let the customer know that there are also norms expected of customers
to be patient, let him/her complete
First and foremost, "Listen, accept and acknowledge to whatever he says (patiently)" that will earn you his (sincere) buyin after which you can unfold your skills of convincing him by being transparent with what had happened and how you can help him fix it.
End of the day, all that such customers want is the "Work being done"
wait a moment, let him/ her talk, catch the small point that he/ she is talking about and get reverse to your business, don't let him/ her defeat but put your opinion at the same time.
You are right BUT..............................................
It's about LISTENING. Try to listen and do not ask. Let the customer voice out all his/her frustrations first. Sometimes all we need is to release it and then we will feel better.
All of the above AND...if you are in person...body language and eye contact. Don't gaze away or stand with hands folded (this gives the customer/client the feeling you don't have enough time on your hands to resolve issue). Introduce yourself and your designation and give a genuine pleasant smile, apologize for to them for waiting for assistance (it doesn't matter if they waited few seconds or few minutes), it implies you are here because they are vip. Next.. "Use the words I understand your concern" after they finish fully what they are upset about and respond in such a way that they know you are going to make a difference in their experience. Remember...Give pertinent information, not confidential information on how you can help them resolve situation at moments or worst yet..later. This frustrated client could turn out to be your happiest client, who will bring you business constantly. It all depends on how you treat them at first glance or first phone conversation. Good Luck
