Customer Service 101: How to Deal With the Angry Customer
In every business you will find angry, dissatisfied customers. Most people find this situation difficult because they don’t know what to do. Therefore, it is important to stay calm in order to understand the problem. Remember, your customer will judge your company and the level of service you provide based on your responses. Furthermore, if the situation is handled professionally most angry customers are willing to forgive you.
It is important to realize why your customer is upset. When most customers get angry it is because of their feelings. They have a strong feeling that your products or service has let them down in some way. Therefore, they just want someone to listen to them so they can tell their story.
When an angry customer walks into your business or calls on the phone it is important to know how to handle the situations. The key to success is staying calm and listening to what they have to say. Remember, they are not mad at you, but your company. Never take what an angry customer has to say personally.
There is a correct way and a wrong way to deal with an angry customer.
The Wrong Way
- Never show the customer you are angry.
- Don’t let anything distract you and look away.
- Never answer the phone when dealing with an angry customer.
- Don’t make the angry customer wait too long before talking to them.
- Don’t excuse yourself to answer another customer’s question.
- Never deal with an angry customer in the middle of the store.
- Never interrupt the customer when they are talking, even if they are yelling at you.
- Never yell back at the customer.
- Never use sarcasm when talking with the customer.
The Correct Way
- Stay calm and realize that the customer’s anger isn’t directed at you.
- Listen to what the customer is saying.
- Give the customer your undivided attention.
- Always look at the person when they are speaking to you.
- When listening to the customer, look for ways to help them, how to answer their questions, and figure out why they are angry.
- If the customer becomes rude, it is important that you stay calm.
- If the customer becomes abusive or you feel threatened, call your manager for help.
- When talking to the customer use a calm tone and choose your words carefully.
- Make sure you understand why the customer is angry. If it is difficult to understand the problem, ask them a few questions.
- It helps to repeat the problem. Let the customer know you understand the problem.
- It helps to apologize to the customer for the problem. Let them know you are sorry this has happened.
- Let the customer know you are concerned and want to help.
- Find a solution to correct the problem.
- If the person wants to speak with your manager, politely excuse yourself and call your manager.
- After you understand the problem, you need to offer a positive solution.
- After the customer has calmed down and you have corrected the problem, you need to ask the customer for their feedback. Make sure the customer is happy with the solution you have found. It is important to have positive feedback from an angry customer.
- Ensure the customer this problem won’t happen again. Let the customer know that you are taking immediate actions to correct this problem.
- Give the customer your business card. Let them know they can call you if they have a problem.
- Take the customer name and phone number. Follow up with a call to the customer. Make sure the person is happy with the way you have handled their problem.
There will always be angry customers no matter what business you are in. However, how you handle these customers will determine what they think of your business. There are two ways to handle an angry client. One way is wrong and will not solve the problem. The other way can solve the problems and turn an angry customer into a loyal customer. It is important to remember you need to stay calm.
About Julie Sinclair
Julie is a retired school teacher who loves writing, gardening, Internet research, crafts, and being with her family. After retirement Julie has kept up her skills in computing by taking classes at the College near by.