Customer is always right. So how could you deal with angry customers?

with loyalty and good manner..say if u like us than join us rather otherwise say good bye...

customer service agent should tackle with any kind of customer so, keep smile with the angry customer and politely have responce and react very kindly. 

1. Stay Calm

Keeping a cool head is important for three reasons:

– You don’t want to put your health in jeopardy by getting stressed out.– The situation could escalate into a physical confrontation.– It can further harm the business relationship with the customer.

Do not respond emotionally. Your goal is to act in a relaxed, controlled manner. Take a deep breath and think before you speak. The worst thing you can do is go along with the drama and start yelling back.

2. Apologize

This may sound obvious, but a simple apology can go a long way. If you don’t feel comfortable saying sorry, it is important to remember that your apology is in response to the customer’s perception of the situation, rather than what may have actually occurred.

3. Empathize

Try to put yourself in the customer’s shoes. It’s likely that your company or organization has not done what it promised it would do. Wouldn’t you be mad if it happened to you? Empathic phrases which will calm your customer include:

I understand how you feel…I understand you are frustrated…

4. Check Your Body Language

According to experts, 70 percent of communication comes in the form of body language. It is therefore important to become aware of your body language when dealing with upset customers.

Give the customer some space and maintain eye contact. Make sure your arms are unfolded and the palms of your hands are open.

5. Tell the Truth

“Oh what a tangled web we weave when first we practice to device…” so goes the poem by Walter Scott. Telling a lie to appease the customer now will only come back to bite you later. Honesty is the best policy when dealing with difficult customers.

6. Know Your Stuff

Being knowledgeable about your company’s products, services and processes will put you in a good position to deal with your customer’s questions.

7. Be Assertive

This is easier said than done, but sometimes an assertive manner will quiet the customer down. Do not be rude or sarcastic, this will only make things worse.

8. Three Magic Words

In his book, Five Star Service, Michael Heppell uses what he calls his “three magic words”. They are:

1. Feel
2. Felt
3. Found

When confronted with a disgruntled customer, Michael suggests this three step approach:

“I understand you may feel unhappy about that, I would have felt the same. But after checking I found that we do in fact have one of the longest money back guarantee periods compared to other shops…”

9. Get Inside Your Customer’s Head

I’m not suggesting you need a degree in psychology, but a basic understanding of human behavior does help. Angry customers often feel desperate and helpless. However they may come across, they are looking for help. Your goal is to offer choices, not a point blank refusal.

10. What not to Say

There are some words and phrases that are like a red flag to a bull when it comes to complainers. Here is what NOT to say:

• It’s the system
• That’s not how we do things
• I’m not allowed to do that
• It’s beyond my control
• I’m not authorized to do that

11. Gain Control of the Conversation

At some point you will need to move things along. Try the phrase: “We’ve established the problem, let’s talk about the solution.” Once they see you are constantly focusing on finding a solution they will begin to calm down.

12. Take Action

Your customer’s irrational behavior may be due to a perceived lack of urgency from your side. Find out what can be done right away – and do it. This will send a out clear message that you serious about resolving the issue.

13. L.E.A.R.N.

A good way to remember the steps needed to deal with angry customers face-to-face is to use the L.E.A.R.N. method:

L= Listen, listen, listen

E= Empathize

A= Apologize

R= Resolve

N= Now

14. If things Get out of Hand

Sometimes a customer’s anger is based on something that has nothing to do with the actual problem. And there is absolutely nothing you can do about that.

If the customer starts to get aggressive or yells obscenities, you have every right to stop the conversation. Tell the customer you are leaving and walk away. Make a written note of what happened and report the incident to your manager.

15. Follow up

After you have dealt with your customer’s source of anger and you have agreed on some kind of resolution, it is critical that you follow up. Check everything has been thoroughly dealt with and your customer is happy with the outcome.

Research suggests that even the most disgruntled, angry customers can become loyal, raving fans if you deal with their concerns efficiently and effectively.

About the Author

Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals

Sometimes a customer will feel strong negative emotions regarding the situation or product. This may respond to the situation in a very reactive way may use harsh words and a strong tone of voice. It is important for us to remain calm and not create escalation in the communication. One of an unhappy customers first needs is simple to be understood.They wants us to listen to them and respond with empathy.EMPATHY means listening fully and understanding the other persons point of view and their feelings and provide them assurance for resolution. I want to turn this challenges in to a opportunity to build a better relationship with this angry customer by gaining his trust and solving his challenges in such a way that he'll have an excellent opinion of me and company and become loyal customer. Not every interpersonal interaction goes exactly as we hope sometimes we encounter challenging situations and people.

I will follow the given below steps to deal with an angry customer: 1.Empathize, let them know that you appreciate they are upset..Build rapport fast & use some of their mannerism & language.
2.
Solicit Feedback- Use statements like- Please  let me help you,explain to me the problem in detail.
3.Apologize, it's ok to apologize to the client for the inconvenience.
- Don't say you are sorry, but apologize.
4.Take ownership and formulate a solution 5.Follow up.
ask if you could have some time to work on the problem.
6.Be patient.
An irritated customer won't be placated by anything but a satisfactory resolution to their problem.
Getting angry back at them won't help.
7.Approach the angry customer and ask what they are displeased with.
Usually restating the issue they are having will help to calm them.
For example, say, "I can understand your frustration with..." 8.If they ask for the manager, get him/her quickly and do your best to solve the problem.
9.After they address the problem, apologize for taking their time and inform them that you will do everything possible to correct it.
Then, make sure you do everything possible to correct the situation.
10.Compliment them after the discussion.
Say something to the effect of, "It's people like you that help our business." 11.Don't rise to the occasion , if they are getting really angry you could ask them to leave the store or go and get someone higher than you.

SIMPLE SOLUTION IS THAT IF CUSTOMER IS ANGRY GIVE HIM TIME TO THINK, BECUZ GENERALLY THEY HAVE THEIR OWN PROBLEM IN THEIR MIND THATS WHY THEY GET IRRITATE BY THEMSELF, DONT DO CUSTOMER IS ALWAYS RIGHT, IT JUST LEAD TO HELP THE CUSTOMER, WHAT EXACTLY THEY MEAN AND WHAT THEY NEED,

IF YOU SATISFY THEIR NEEDS AND WANT THEN DEFINATELY HE OR SHE WILL GO HAPPY TO HOME AND SOMETIME THEY GET SOULTION OF THEIR PROBLEM FROM LEARNING,

SO THEIR IS NO MEAN TO KEEP SMILE OR SAY ALWAYS RIGHT BUT THEY NEED UR ATTENTION AND HELP TO UNDERSTAND.

THATS IT