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>>How
do I deal with angry customers?
5 Ways to Calm a
Disgruntled Customer
I
have never bought into the idea that the customer is
always right and I certainly know that there are tough
customers out there. I’ve worked in customer service
long enough to know that some customers are bad,
unreasonable, demanding, and irate. In spite of the
brutal truth about customers, I do know that the
customer is always the CUSTOMER and deserves
professional service. Toward that end, I have prepared a
short list of simple, but proven, strategies to help you
change a customer’s mood from irate to great…even
the demanding, irate or unreasonable customer.
1. Express appreciation for the customer’s feedback…even
when they deliver the feedback in a socially
inappropriate way.
One of the Golden Rules of Complaint Resolution is to
Express Appreciation for the Feedback. We do this
because complaining customers are giving us valuable
feedback that can help improve our business as well as
help us maintain loyalty. Another reason we express
appreciation for feedback is for the shock value. The
last thing an irate customer expects to hear from a CSR
is “Thank you for taking the time to tell us about
this. We appreciate customers who let us know when
things aren’t right.”
When you’re speaking to an irate customer who won’t
let you get a word in, politely interject with a
statement of appreciation. Here’s how I do it. “Let
me just stop you for one second…Thank you. Thank you
for taking the time to give me feedback that will help
me meet your expectations and improve service for other
customers. Now, you go on. I just wanted to let you know
I appreciate your feedback.” How do you think
customers respond to a statement like this? Typically,
they are speechless and they ALWAYS calm down.
2. Listen with the intent to understand.
Allow the customer time to vent and while they vent,
really listen with the intent to understand how the
problem they have experienced has affected them. Has the
customer experienced embarrassment, inconvenience, or a
loss of money or time as a result of this problem? Work
hard to uncover the root problem with your listening
skills. Your objective is to listen to the customer with
the intent to understand their viewpoint before making
them understand you.
3. Make your voice naturally authoritative.
A lower pitched, well-paced voice is perceived to be
more knowledgeable, in control, and authoritative than a
higher pitched voice. Try to avoid speaking loudly or in
a higher pitched voice. Keeping your voice naturally
authoritative creates calm and puts you in control.
4. Keep the focus on the issue, not the customer’s
behavior. Be careful to not take the customer’s
irrational behavior personally. The verbal attack, no
matter how aggressive it gets, is not personal. Try not
to be defensive and do not respond with the same
aggression the customer is demonstrating. Really zero in
on the problem the customer has experienced and focus on
solutions.
5. Apologize. In a recent consumer survey,
50% of customers who voiced complaints to an
organization said they never received an apology. If
your company is wrong, admit it quickly and
emphatically. This will help you disarm your angry
customer and reduce defensiveness. I also encourage
customer service professionals to apologize even when
they are not at fault. An apology does not have to be an
admission of fault. It can be offered to express regret.
For example, “I’m so sorry for any inconvenience
this misunderstanding has caused you.”
Use these proven calming strategies the next time
you’re faced with a difficult customer and I promise
you, the encounter will be a lot less stressful for you.
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I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
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I
just want to take a moment to "thank you" for
your very valuable Tuesday Morning e-mail newsletter.
Our Customer Satisfaction Department finds it extremely
valuable and helpful in our mission to satisfy customers
every day. We also share the many great ideas and tips
for handling customer complaints with our franchise
owners. Thank you again... we hope we can continue to
look forward to Tuesday Morning for a long time to come.
Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
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