How to deal with angry customers?
1. Customer is always right.
Customers are like children to us. They think they are right always. But we cannot shout or beat them to control as we do with our kids, can we? We have to be very patient, tell them slowly, make them understand about the situation. Customer is our god, he gives us business, that business which gives us our salaries. So we have to handle every customer with the same sensibility, care and dedication. We may not succeed in satisfying all customers but at least we should try our very best to satisfy every customer.
2. Remain calm.
When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade makes you feeling like yelling yourself. We may feeling hitting hard in the face of the stupid customer. But wait, read the first point again. We should not loose our control, talk to him in a pleasing way with a smile. Try to calm them or wait for them to get calm.
3. Try to know why the customer is unhappy
Listen actively to what the customer is saying. An angry customer generally just wants someone to vent their anger to and today, you are that person. That means that you need to do your best to listen carefully to what they are saying. Give the customer your undivided attention--do not look around, space out or let other things distract you. Look at the speaker and really listen to what they are saying.
When you listen to them, listen for the answers to these questions: What happened to make them upset? What do they want? What can you do to help?
4. Don’t Take It Personally
Although angry customers take their frustration out on you, they know that you did not cause their problem. Allow them to vent about their problem, but do not take it personally. Listen to their story without interrupting and then find a way to help.
5. Kill Them with Kindness
If your angry customer refuses to calm down, then kill them with kindness. Be sincere, respectful, and understanding. Show sympathy for their situation and express empathy for their frustration. By keeping calm and controlling your own anger, you may find that your customer will ease up a little too. Try to make a joke to lighten the mood or share a story to show that you can relate.
6. Know How to Apologize
When the time is right, apologize to your customer. I know how difficult it is to be sincere when you are trying not to lose your cool, but for the sake of calming down your customer, try your hardest to give a genuine apology. Depending on the customer’s complaint and the direction of the conversation, there are a few different ways you can apologize.
“I’m sorry sir, about the technical difficulty we are facing now, we are working hard to resolve the issue as soon as possible.”
“I’m sorry you didn’t receive your letter on time. Let me find out what I can do to make it up to you.”
“I’m sorry you are so frustrated. I understand where you are coming from, and I will do my best to help you.”
7. Solve the Problem
Once your angry customer has finally exhausted his or herself, ask questions to gather facts on the problem. Work with your customer to find a resolution that satisfies you both or else you will go right back to where your conversation began. However, keep in mind that you are running a business and do not overcompensate for the customer’s complaint. The solution should be fair and justifiable for both parties.
Its very hard to control the emotion of an angry customer while being calm yourself, but we are running a service oriented business, every customer is important us. Because at the end of the day and frustrated day at office will not give us a peaceful day even at home. So let's try to give customer a happy experience and it will in turn give us a peaceful day.