Angry customers are a business’ worst nightmare. When they come writing to you with, “This is the worst company I have dealt with!” How do you reply back? Do you run crying to your boss? Words are a powerful tool but one of the hardest things to write is how to appease angry customers and deal with their complaints. Read up on what you can do with these customers.
When they attack, it is not the end of the world. The more you have to put your act together and do your best to handle it all well. The more angry customers are, the more they will be watchful of your company’s every move, so that means every move you make must be done well. Read up on these tips and strategies that you can employ when they come to you.
Tips in dealing with angry customers
1) Empathy is key
You have to learn how to calm down angry customers and it can be by first being empathetic towards them, by recognizing what they are feeling even though you do not agree. For instance, you can say, “I am sorry to hear that ma’am, I know that you are upset.” This is called building rapport with the angry customers.
2) Don’t be defensive
When you are being attacked, the usual reaction is to defend yourself or the company. But this is actually not the right path to take. In fact, these customers might be madder when you go defensive. Remember the saying, the customer is always right.
3) Taking the fall
It does not matter who is correct or not. In the end, being in the service sector, you have to take responsibility for the damage that has been done. In turn, this will reflect that your company is reliable and trustworthy. If you cannot personally do it, makes sure you turn it over properly to one who is more apt to handle the situation.
When you’re angry customers are assured they will be dealt with at exact time frames, they will be more appeased and will more likely calm down. For example, “Our staff will be in contact with you tomorrow at 3:00 p.m.”
5) Prepare an offer
Before they ask for their money back, make sure you go and offer them something valuable in place of all the trouble they have gone through. The last thing you would want is for them to request for a refund and be totally disappointed with you.
6) Step it up a notch
When the customers are angry, take it as a sign that you should be doing more than the usual. You would want to show them that you can offer something better and that you can be better.
7) Fulfill your promises
When you commit something, make sure you do it. The least that you would want is to gain more ire and disappointment.
8) Follow up
Make sure that what you have done worked and have appeased your customers. You may call or email to inquire if there is anything else that you can do for them. This shows that you are serious about keeping a good relationship with them.
Research actually says that seven out of ten angry customers still do business with the companies they complain against. So just do your best in dealing with them and everything will be back to normal hopefully.