What is the Best Way to Deal With Angry Customers?
1. Exhibit a positive attitude, both verbally and non-verbally. Remember, a customer will reflect whatever attitude you project to them.
2. Consider timeliness and accuracy as equally important qualities when dealing with a customer problem.
3. Listen carefully to customers who criticize you to make sure you understand the criticism.
4. Do not automatically assume the customer is right or wrong. Take the time to assess whether or not the criticism is valid before taking action. Ask questions to clarify the criticism or get specific examples of where your organization was wrong.
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5. Do not become a passive silent victim when a customer is criticizing you.
6. When you make a mistake, do not over-apologize or overcompensate. Freely admit your errors rather than trying to cover up.
7. When dealing with highly critical customers, lower your emotional temperature and use positive self-talk, such as "I'm OK. I may have made a mistake, but learning from this error will increase my professionalism."
8. When the customer is visibly angry, greet them with a smile and ask how you may be of service to them. A smile can help diffuse an angry customer by showing them your desire to help them.
9. If you are on the phone with an angry customer, provide oral feedback to let your customer know that you're "there" ("oh" "I see"...). Let them know that you are taking notes.
Patti Hathaway can solve your people challenges through her highly customized solutions. Do you have customer retention concerns, leadership challenges, or employee resistance to change? Patti Hathaway, The CHANGE AGENT, has built her reputation since 1987 as a business advisor and best-selling author who gets her clients' results. For a free monthly tips e-newsletter and many helpful articles, go to: www.thechangeagent.com or call 1-800-339-0973.
