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First listen actively, let the customer talk first and vent their anger.
Show empathy iDont take it personally, the customer is just upset of the situation but not totally on you.
Stay professional and focus. Educate the customer.
proper escalation if needed...ask help.Be professional always.
You always need to remember that in those kind of situations, your main job is to calm down that person so that temper don't go wrong way. Listening is right, but there is always a possibility that customer will get more and more upset while he talk more. So you need to break up that story in one moment, and say that you understand those concern or trouble, and that you will do your best to solve that problem. Of cource, you need to show him that you think what you say, that those stories are not just trash stories. He need to get confident in you, because in those situations he is actually looking for someone he can trust.
1. Don’t Take It Personally
Although angry customers take their frustration out on you, they know that you did not cause their problem. Allow them to vent about their problem, but do not take it personally. Listen to their story without interrupting and then find a way to help.
2. Never Argue BackIt is natural for upset customers to express their anger, but some customers can take things too far and your reaction may be to defend yourself. However, as a professional customer service specialist, you should never argue back. Maintain your integrity and be the better person. If customers begin to abuse you verbally, let them know that you understand their frustration and that being rude will not solve their problem. Let the customer know that you are there to help, but you cannot do so until they calm down.
3. Kill Them with KindnessIf your angry customer refuses to calm down, then kill them with kindness. Be sincere, respectful, and understanding. Show sympathy for their situation and express empathy for their frustration. By keeping calm and controlling your own anger, you may find that your customer will ease up a little too. Try to make a joke to lighten the mood or share a story to show that you can relate.
4. Be PatientEach person and situation is different, so be patient and understand that it may take a little longer for some angry customers to relax—and some may get angrier as the call or live chat continues. Stay in control and try to direct the conversation to a happy resolution. Do not rush the phone call or live chat, but keep in mind that you have other customers to help.
5. Know How to ApologizeWhen the time is right, apologize to your customer. I know how difficult it is to be sincere when you are trying not to lose your cool, but for the sake of calming down your customer, try your hardest to give a genuine apology. Depending on the customer’s complaint and the direction of the conversation, there are a few different ways you can apologize.
Once your angry customer has finally exhausted his or herself, ask questions to gather facts on the problem. Work with your customer to find a resolution that satisfies you both or else you will go right back to where your conversation began. However, keep in mind that you are running a business and do not overcompensate for the customer’s complaint. The solution should be fair and justifiable for both parties.
7. Relieve Your StressEnd the phone call or live chat on a happy note and find a way to relieve your stress. Let your anger go away with your customer. Whether you take a walk around the office, drink a cup of coffee, eat a piece of candy, or vent to a coworker, do not keep stress cooped up inside you. If you do not relieve your stress, you will be a ticking time bomb waiting to lose your cool on the next angry customer—or even worse, your boss.
When we are dealing with an angry customer, we are coping with a tense situation and hopefully resolving it to everyone's satisfaction:
We are reducing stress and allowing the person his space, respecting him and satisfying him because you are listening and focusing.
· Get Control of Yourself: Never argue with customers when they are angry, displeased or complaining. ...
· Listen and Let the Customer Vent: Tune in to the customer; don't look for the nearest exit. ...
· Show the Customer You Care: Show concern for the customer's feelings.
Customer care is the potential hub of the business and how we make customers feel is important, grace them with understanding and you will gain the customer confidence immediately. If you want your business to flourish treat your customer with care, quality and attention.
well first of all nothing personal here, getting angry or losing temp will be act of getting offended for your person, you are a representive for your company not representing of your self, full attention and listening without any interuption will absorb at least 60% of the anger behavior you are facing ,it is a standard as well for handling him to makes him feel you are at his side and you are here to help, analyzing the complaint and giving the simplest resolve and solution within the regulations and policies of the company
At first we must be calm,sincere,disciplined and have patience.We must listen to his/her issues peacefully then apologize for the situation that makes him upset and disappointed,and he should be shown that we are paying special attention to him and very sensitive to his issues.We must speak to him politely and confidently ensuring that he will never face such situation in the future.At the same time,if we offer him some discounts or schemes (if it is allowed by the entrepreneur) or if we offer him some drinks or any stuffs that can reduce his temper and then it can give satisfaction for a while but long term satisfaction with our behaviour.
to keeping smile,this action should be considered as the highest approach of customer service.
Put yourself on the shoe of your customer, smile,listen and be professional.
The best way to react is to just listen first. Always be polite. An angry customer always wants to be heard. While listening, request your customer to accompany you to an office or another area to sort their issue. Movement always diffuses anger. Summerise what you heard and apologise before offering a solution.
Works everytime with an angry customer.
