7 Powerful Ways for Dealing with Angry and Dissatisfied Customers
Customers get dissatisfied or angry for a number of reasons – some acceptable, some not. But since you are in the business of serving you customers, you will likely experience bad-mannered or angry people at one time or another. How you answer can make the big difference between a customer who feels gratified with the solution and one who guarantees never to patronize your business again.
The following are the powerful ways for dealing with tense situation and optimistically resolving it to everyone’s satisfaction:
1. Stay calm. When a customer starts yelling or being otherwise angry, there is nothing to be gained by answering in a similar manner. In truth, that will perhaps intensify conflicts. Stay control of yourself, even if the customer’s outburst makes you feeling like shouting yourself.
2. Don’t take it personally. You must keep in mind, the customer is not mad with you; they are unhappy with the efficiency of your product or the worth of the service you offer. Your personal senses are beside the point.
3. You must your best listening skills. The first thing unhappy customer wants is to air out. To do so, they need someone to pay attention and, for better or worse, you are that individual. Listening calmly can neutralize a situation, as long as the customer feels acknowledged in his or her protest. Hear them out. When they are finished talking, recap what you have heard and ask any questions to further make clear their complaint. Body language can be very important here. Keep eye contact. You must stand or sit up straight and keep your arms uncrossed. Show how carefully you are paying attention to their issue.
4. Enthusiastically sympathize. After the customer air his side, he wants to know you appreciate where he’s coming from and how he feels. Express compassion for their disagreeable client experience. Respect and empathy go a long way toward ironing things out.
5. Make an apology gracefully. Whether the customer’s protest is legal or not is really extraneous. If you want her to stay a customer, you need to show an apology for the issue they are having (or perceive to be having). A simple, candid statement is usually all that’s needed: “I’m sorry you’re not happy with our products or services”. Let us handle and see what we can do to resolve it.”
6. Find a solution. Once you know why the customer is angry, it is time to provide a resolution. You can inquire him what he feels should be done or present your own fair and true answer to the problem. In general, that’s all the customer is looking for and may result in giving some degree of fulfillment.
7. Take a few minutes on your own. After the concern has been fixed and the customer is on her way, it is helpful for you to take your own “time-out.” Though you have managed the situation in the most proficient way possible, it’s still a nerve-wracking experience. Rather than let that trauma remains inside you, you must take a short walk, treat yourself to a snack or have someone who can make you laugh. Then you will be prepared to once again deal with your customers.