There are 7 most effective ways To Deal With An Angry Customer
Sometimes in business, you may find yourself dealing with an angry customer.
You are in business because of customers. Without customers, your business will be worthless and your wallet will be empty.
Dealing with an angry customer can be over telephone conversation or face to face.
Either way, you must realize that the customer has a problem that he wants you to solve.
Bearing this in mind, it is your responsibility to ensure that you identify the problem and proffer solutions that can make the angry customer happy and satisfied.
You have to make him happy because you need the customer more than he needs you, especially in a highly competitive market.
Below are some valuable and effective steps you can take to make an angry customer happy.
You should be calm when an angry customer begins to show extreme annoyance or rudeness.
This is the time for you to show that you have the skills needed to control your emotions when dealing with an angry customer.
Failing to do that can make the customer angrier and you will have failed in your relationship management.
If you flare up when the customer is talking, you cannot achieve the desired result of winning the customer to your side.
Therefore, you should put your self in the shoes of the customer and show maturity and flexibility.
After all, it is said that two wrongs cannot make a right.
Angry Customer: Use your best listening skills
You need to use your best listening skills when dealing with angry customer.
Usually, the angry customer has a problem that needs to be resolved.
The customer wants to be heard. He needs someone to listen to him. And you are that person.
Listening patiently to an angry customer can significantly reduce his anger.
Then you should summarize what you have heard.
And then ask him questions (if any) to confirm that you truly understood what he has said.
Furthermore, you should always try to understand the body language of the aggrieved customer.
While listening, you should:
- Keep eye contact with him.
- Stand or sit up straight
- Keep your arms uncrossed
- Show how closely you are paying attention to his problems
In many cases, the customer will watch out for the above traits.
If the customer observes that you are not paying attention to his complaint, he can be more angry.
Furthermore, actively listening to angry customers is key to maintaining robust business relationships with customers.
Do not take the problem as personal
When dealing with angry customer, you should not take it as a quarrel between both of you.
It is even possible that the cause of his anger is from you end.
A customer can be angry for a number of reasons including:
- Poor product quality
- Bad customer service
- Goods not meeting the required specifications
- Inability to meet agreed deadlines
- unfulfilled promise and so on
If you are not showing enough concern for his pains, he can simply walk away, taking his business elsewhere where he can receive better attention.
Always bear in mind that your primary objective is to make the happy so that he can come another day.
Suppose you are the angry customer
When dealing with angry customer, you need to treat him as you yourself would want to be treated if you were in his shoes.
After the customer has finished talking, all he wants to know is that you:
- Understood the source of his anger
- Know how he feels
- You are ready and capable of solving his problem
- Respect him
- And also that you value his business
Moreover, you should always aim at calming down the customer so that both of you can sort out the best ways to avoid future problems.
Furthermore, you can should be able to give him a reason to continue to buy from you.
Most importantly, it is your duty to make sure that the customer is happy enough to be able to give you referrals or recommend your business.
When things go wrong at your end, you should learn how and when to apologize to the customer.
It is does not matter whether the angry customer is a big or small customer.
Simple statements are just what the angry customer wants to hear.
“I am sorry for any inconveniences this may have caused you”.
“I am sorry you are not happy with our product.
“I will see what I can do to make things right”.
In some cases, you can even go out of company policy to keep an important customer.
Angry customer: Find a solution
Once you understand why the angry customer is unhappy, it is time to find a solution to his problem.
Ask him what he feels should be done. Alternatively, you can ask him to put forward his own fair solution to the problem.
Beyond that, you can also offer multiple solutions and ask him to pick the one that best meets his needs.
Thereafter, you can apologize for the inconvenience. Customers like apologies. It makes them feel recognized and appreciated.
Most importantly, often times, apology is all that the angry customer is waiting for.
Take out time to review the situation
After fixing the problem of the angry customer, you should take out time to:
- Review the problem
- Analyze the problem
- Find out the effects of the problem on the customer
- And the likely effects on your business
Thereafter, you can put in place measures to ensure that or similar problems do not occur again in the future.
Furthermore, even if you have handled the situation in the most professional manner, the experience must have been stressful.
However, you should not allow the experience to weigh you down.
Instead, you can simply take a walk, take a snack or look for something that can make you laugh.
This should make you ready to engage with your other customers.
In conclusion, you should remember that customers buy for many reasons including:
- To fulfill a need
- To solve their problems
- And to be happy
- And appreciation.
If you want the customer to still continue to do business with you, you just have to meet the above expectations.
Most importantly, you should bear in mind that one bad recommendation from an unhappy customer can take 10 customers away from you.
Therefore, you need to make every customer happy because you need referrals and recommendations from them. The customer has the cash. And cash is king.
By Samuel Ijenhi
Founder: Ijenhi Business Solutions