By Sue and Chuck DeFiore
This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal with an angry one, of course it is. Read on...
Handle the person first, then the problem. Let angry people vent their frustrations. This alone will go a long way toward resolving the problem. Many times people just need to let off some steam and you are their sounding board, whether you deserve to be or not.
Apologize. This is crucial. It shows you are committed to the relationship. Remember, the customer is always right, whether they are or not. So apologize, whether or not it was your fault.
Show empathy. Assure your customer that he or she has every right to be angry and disappointed and that you would feel the same way if it happened to you. Make them feel understood. Use your own experiences to show empathy.
Find a solution. Resolve the problem with your customer, not for the customer. Ask questions that will get the customer involved in the process, such as "How would you like to see this problem resolved?" or If you were in my position, how might you resolve this kind of problem for your customer?"
Follow up. After resolving the problem, you must follow up. Make sure things are satisfactory, but also look for additional needs that represent selling opportunities.
So, employ the above strategies and turn angry customers into happy ones!
Copyright 2004 DeFiore Enterprises
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