“How to Deal with an Angry Customers”
Have you or your employees ever felt frightened and intimidated by an irate customer? In every business, you are likely to encounter this situation. How you respond can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronize your business again.
Here are some remarkable tips for coping with a tense situation and help resolve to everyone’s satisfaction.
- REMAIN CALM
The best and most effective way to let them vent their frustration.
- APOLOGIZE
When saying an apology – you must be sincere to let the customer know that you’re very sorry about the situation and it must be properly worded.
You can start by saying, “I’m sorry to hear that….” Or “I understand and I apologize for the inconvenience this has caused you….”
With this, you can create an assurance and trust to your customer.
- LISTEN and ACKNOWLEDGE the issue
To assist your customer, you must know the problem for you to provide a better solution.
- Don’t take it NEGATIVELY!
Be professional and don’t let the emotion take over you. As a representative, you should know how to handle this situation. Remember: “Patience is the Key to Success”
- COMMUNICATE
One of the major key to help your customer is to have communication with them. Always follow-up until you will solve the issue.
- Be EAGER
Showing your enthusiasm to your customer will let them know that you are keen to provide a solution.
It’s not just knowing the problem and solution. With these, you can create B-A-L-A-N-C-E and a harmonious relationship with your customer.
“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity” ~ Don Alden Adams
