Customer satisfaction is the determining factor in most business decisions. When people spend their money, they want to be certain that they are spending it with the people who will work with them, even when challenges arise.
A recently printed article titled Top 6 Things Not To Do With Angry Customers does a very good job of outlining the very things that we may very much WANT to do, but in good business practices, simply cannot.
Angry customers are a challenge and there will always be some customers that are difficult to manage. However, the first thing to try with them is to use empathy. This will make them feel that you are trying to understand their viewpoint. While they are hoping that you will agree with them, simply using empathy at first will help diffuse the emotional component.
Once you have calmed the customer down a bit but being understanding and using phrases such as “I know this is can be very frustrating. Let’s sit down together and see what exactly is going on and we will find a way to work it through.”
This has now put you on your customer’s team and their anxiety will not be nearly as high.
The main goal is to turn your angry customers into your happy customers so that they will spread the word about you and your products. How you handle difficult situations and customer will greatly impact their faith in your focus on the customer’s perspective.