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1. Switch your thinking from dealing with a complaint to handling a concern. Behind your customer’s anger is likely a legitimate concern that you can help him with. Focus on the concern and a solution will come more easily.
2. Thank them for their concern. It may seem strange to thank someone who is ranting at you, but he is giving you the chance to make things right, rather than moving his business down the street. And that definitely deserves a thanks!
3. Listen to your customer, paying attention to body language, tone and (of course) what he tells you. Reiterate his concern to be sure you have the gist of the problem down and to prove you were listening to him.
4. Empathize with his frustration. We’ve all been in situations where we have been angry with a company. Let your customer know that you have been in his shoes and you understand his feelings.
5. Apologize when appropriate. Sometimes, mistakes happen. If this was a legitimate mistake by your company, apologize to your customer for the error and subsequent inconvenience and frustration.
6. Stay calm and courteous throughout. It is easy to get defensive when you feel like you are being attacked, but raising your voice or changing your tone will only serve to enrage your customer further.
7. Reassure your customer that you will find a solution to the problem. Let him know that you will be his point of contact until that resolution is complete.
8. Find that solution. Do not play the blame game or pass the buck. Just fix it for your customer.
9. Follow up. Want to make an angry customer even angrier? Drop the ball before you get a resolution to his concern. If you are serious about transforming this customer, you will need to see the problem through to its final outcome. If you need to involve others in the issue, follow up with those people to ensure the job gets done in a timely fashion.
10. Go the extra mile. Here is where the real transformation begins. Once you solve the problem, your customer is satisfied. By adding something extra, a discount on a next visit, a follow-up card in the mail or another token of appreciation, you get a customer who is truly delighted.
Angry customers are a challenge for any company, but the good news is there are effective strategies for dealing with these difficult situations. With these 10 steps, most of your angry customers will transform into delighted, loyal customers who will return to your business and even tell others about your winning service attitude
Listen - Understand - Apologise - Fix - Thank
1. To listen what is the issue
2. To ask for apologize and make sure he understands how come the following issue happen
3. Make sure he gets what he want and maybe give him some discount on a further product
4. Take is details and ask after 2-3 days if he is fine with the product or service and in case there should be any problem he can always get back to me
The smile when u welcome your customer and the way you treat him in a polite way , to understand his needs and your capability to explain to him about your product or his need is the best and effective factor to absorb his anger.
listen to the angry customer, give constant updates to the customer about their case and work hard to resolve it. offer compensatory deals which are feasible and within the company policy.
Be paitent, let the customer vent out the anger. Once, he is calm listen carefully to his greivences and try your best to solve them.
First thing i would do is to listen to the customer and know first the reason why she/he is angry. Understanding the situation will avoid any miscommunications. I will explain to her/him in a proper way and let them feel that i am willing to help and i am doing the best i can. Human connection is also very important, letting them know how you feel the same way to be in their shoe would really feel them better.
listen to him with your attention and show empathy, you need to take his heat 1st, they try to help him what ever possible, but the most important, don't lie to him;
yes, by pationce and to let him know that i am here to solve your problem
Ask the customer to take a seat & listen his talk calmly. Apologise for the situation, take his plea in positive way & assure him that everything will be taken care.
A good listener is a good customer service professional and in my point of view listen to the angry customer and update him promptly over his concerns and resolve his issues by giving priority.
