Dealing with angry customers
|June 22, 2013||Posted by bella under Business|
Customers usually become angry when they feel unfairly treated. Offer a sincere apology and convince customers that you follow up on complaints seriously is an important step to get someone to calm angry customers.
In addition to that step, you can listen sympathetically while customers express feelings of anger and frustration. After that, arrange for solving customer problems.
For your convenience, here we describe some of the instructions you need to do to placate customers:
1. Listen to what customers are saying. It shows that you are really interested in the problem and give him a chance to express his feelings. Do not interrupt when he spoke and did not take his anger as a personal attack. If you deal with customers face to face, make eye contact and record on paper to show that you are dealing with serious complaints.
2. Express empathy. It’s important to be sincere because if not, the customer will probably catch it and feel you are being patronizing or disparaging. Tell him that you understand why he was angry. Imagine how you would feel if you are placed in the same situation.
3. The facts. Calmly explain your need as much information as possible to solve the problem.
4. Promise to do our best to resolve the problem. If, for example, a person receiving a damaged product, arrange to be replaced as quickly as possible. Offer to compensate customers with gifts or free delivery.
5. Inform customers about additional steps you take to fix the problem. If you need to consult with a supervisor or seek additional information and promised to call back at a specified time.