Question

How to Deal With a Difficult (or Angry) Customer

Answer 1

The first thing you do is listen to the complaint of the customer.Try to get a clear picture by mirroring back what the person has said to you.If the person is aggressive,be calm and try to calm them.If it is valid,fix it and follow up later if appropriate.If it is invalid,try to do what you can to satisfy the complaint anyway.

It depends on what it is about, what the circumstances are,what industry etc.,And sometimes the truth is in the middle.Keep a record of the complaint for further reference.

If the customer gets louder,speak slowly,in a low tone.Your calm demeanor can carry over to them and help them to settle down.As you approach the situation with a calm,clear mind,unaffected by the customers tone or volume,their anger will generally dissipate.

Pretend you are not talking only to the customer but to an audience that is watching the interaction.This can provide an emotional buffer if the customer is being verbally abusive and will allow you to think more clearly when responding.

Since an unruly customer can be a negative referral,assume they will repeat the conversation to other potential customers.This mindset can help you do your best to address their concerns in a calming way.

And most important is dont take it personally, always speak to the issue at hand and do not get personal, even if the customer does.Remember that the customer doesnot know you and is just showing frustration at you as a representative of your company.

Moderately guide the conversation back to the issue and how you intend to resolve it.

If you promise a callback,call back:- Even if you promised an update that you dont have yet,call the customer at the scheduled time anyway.

At the end of the call, let the customer know exactly what to expect,and then be sure to follow through on your propmises.Document the call to ensure you are well prepared for the next interaction.