One of the most difficult parts of any job is dealing with customers who are angry or upset. Whether they are upset with your product, your pricing, or a particular way you do business, the old adage "the customer is always right", is difficult to heed when you are receiving the brunt of the customer's anger.
If you deal with angry customers on a regular basis, here are a few tips to help you better de-escalate the situation and to help you keep focused on doing your job and to not take it personal.
Tips for dealing with angry customers:
Listen - maintain eye contact and nod your head so the customer knows you are engaged in the conversation.
Try not to be defensive, argue, or raise your voice.
Apologize to the customer and offer to see what you can do.
Try not to make excuses and work to correct the problem.
If no immediate resolution is possible, get their information to follow up at a later time.
Write down notes from your discussion so you remember the facts.
Make sure to follow through with the customer to come to a resolution.
Remember, the customer is disappointed in the business you work for, not in you personally.
Once you have handled this customer's complaint, make sure you make not of it. It is likely the same issue will come up again.
For Further Information:
Family Service Inc. (605)336-1974 or 800-589-1974 fsisd@msn.com