Good customer experience is important for a successful business. Sooner or later you find yourself in a situation when you have to deal with a rude or angry customer. At times, this isn’t easy, but there are ways to resolve such matters. Here are some tips that could help you out.
Let the customer vent. All that anger and frustration needs to be released, so do not interfere. You can start being constructive only after he/she is done.
Remain calm. There is no point in further escalating the hostilities, so maintain control of yourself. After all, the customer is always right.
Do not take it personally. Keep in mind, that the customer is dissatisfied with the product or the quality of service. Put the negativity aside, focus on the problem and work towards a solution.
Be a good listener. Patiently hear the customer out. Pay close attention to details. Ask the right questions to better understand the problem.
Interject the customer’s name into conversation. This gives an impression you had known the customer for quite some time. And it’s a lot less formal than “sir” or “ma’am.”
Use the power of a smile. When you smile, your voice conveys friendliness. Sometimes you may have to fake that smile, but it’s a must nonetheless.
Know your audience. Try to figure out how to connect with the customer. Some would prefer to get straight to the solution, others may want to learn more about the reasons behind the problem. Interpret those small hints the customer is giving you and adjust the conversation accordingly.
Sympathize and apologize. The customer wants to know you understand how he/she feels. Apologize sincerely for an unpleasant customer experience.
Offer a viable solution. Once you understand the problem, it’s time for a solution. You can try asking the customer what he/she feels should be done. Or come up with several options, e.g. replacement or refund. Good alternatives often help defuse the trickiest situations.
After dealing with an angry customer, take a moment to review your performance. Analyze, learn your lesson and find room for improvement. Next time you’ll do even better!