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>>How
do I deal with angry customers?
How to Deal with a
Customer's Over-reaction
It's
happened to all of us: An upset customer overreacts to
something we've said or to a problem they've
encountered. We're often caught off guard by the
customer's shocking response but now you can relax and
respond professionally and diplomatically with my four
tips for handling a caller's overreaction. Read below to
get my four great tips for handling a callers
overreaction.
1.
Understand -
Before responding to the customer's (over) reaction, try
to understand the problem they are expressing from their
point of view. Imagine how you might feel if you were
the customer and the exact problem happened to you?
Think about the kind of response you would want from the
company in this exact situation and then offer a
response that demonstrates your understanding and
empathy. A good way to start off your statement is, "I
realize this must be terribly frustrating for you.
Please accept my sincere apology for any inconvenience
this may have caused you."
2.
Have patience
- Work hard to not lose patience. Understanding the
problem from the customer's point of view and putting
yourself in the customer's shoes will naturally help you
develop patience in this situation. Don't immediately
jump to conclusions, remain objective and let the
customer vent. It's important to let the customer know
you are fully available to listen to them and help them.
Never make a customer in this situation feel rushed or
that you are losing patience.
3.
Create calm -The best
way to create calm with your customer is to be calm
yourself. Assure the customer that together you can get
to the bottom of the problem (or that you can ultimately
get them the information/help they need). You can
further create calm by demonstrating a sense of urgency
to get the customer the help/answers they need. One way
I do this is to say, "There is nothing more
important to me at this moment that getting to the
bottom of this. The first thing we need to do
is___."
4.
Explain
-Perhaps the most important factor in problem situations
is to keep the customer apprised of your specific
intentions and timetable to resolve the problem. Ron
Zemke, co-author of Knock Your Socks Off Service
Recovery puts it this way: "It doesn't matter
whether the problem was caused by the customer, by your
company, by a third party, or an act of nature; the
customer wants to know what you are doing to resolve the
issue and to get things back on track. That need for
reassurance is tantamount." With that in mind,
take the time to carefully and clearly explain to the
customer what you will do to resolve the problem they
have experienced.
These
four tips will help you create an impression of being in
control, confident and authoritative - very important
attributes in the wake of a difficult situation with a
customer. Your objective in difficult situations is to
regain and keep control and never let a customer push
you into a corner or push your buttons. If you like
what you read here, you will definitely want to tune
into my Dealing with Difficult Customers web event. Click
here to review my webinar schedule and to register.
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The
Coca-Cola Company
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