How do you deal with angry customers?
Tips 1. Don't take it personally. Understand that most angry customers aren't angry with you personally, but rather with the situation in which they currently find themselves. They may be frustrated and, until you hear them out, you have no idea why. 2. Let them vent. Part of being good at customer service is letting the customer feel that he has the floor. Let him tell you the entire story. Take notes if it is long or involved. Only after the customer has felt like he has said his peace should you attempt to solve his problem. Make sure you are actively listening to what he is saying and what he is not saying. Sometimes you can tell more about what would satisfy a customer by paying attention to what your customer didn't say or by the nonverbal cues your customer gives out -than you can by the words he chooses. 3. Ask for clarification if there is something that you do not understand. Better to ask what may seem like a dumb question then to start off on the wrong path to solve his problem. If you begin by answering a question he didn't ask, the anger will only intensify. Make sure you know what it is that happened and perhaps what he wants done about it before you begin. 4. Validate your customer. Sympathize and empathize with your customer as much as possible. Tell him you are sorry that he is so frustrated. This is not the same as admitting fault or accepting blame for the situation. It just further lets your customer know that you are there to help him and are interested in his welfare and not just the company's bottom line. Otherwise your reactions to his anger or your responses to his statements may serve only to fuel the customer's anger. 5. State back to the customer what you heard him say. To make sure you didn't misunderstand, state back to the customer what you heard him say is the problem. This way you can clear up any last minute details before you get into the answer with him. 6. You don't have to have all the answers. Saying "I don't know." may be the correct answer to the customer's question. One of the worst things you can do is to pretend to know the answer only to find that it won't work for the customer. Be honest and tell the customer you will have to find out for him and call him back. Ask him if he can hold if the answer is within reach. Make sure you follow up with the customer when you said you would! 7. Share your commonalities with your customer instead of focusing on the differences. Identify with him by bringing out something that you both have in common. Perhaps share a short story about something similar that happened to you. 8. Tell your customer what you can do for him. If you can do exactly what your customer wants, fantastic! If you can't, have another proposal ready that would be a good fit for your customer. If you feel it is warranted (and if you can), offer a freebie or a discount on another product to show good faith. 9. If your suggestion doesn't appeal to the customer, ask him what he would like you to do and see if you can accommodate him. Sometimes your customer may not even know what he wants from you. Stating this may help your customer realize that they are being unreasonable. Or perhaps your customer will come up with a way that will work for him that you would never have thought of on your own. 10. Explain why you may be limited in what you can do. If it simply isn't possible to do what he wants or if it is just too costly for your company to do this, explain that openly and honestly with your customer. 11. Thank your customer for bringing this to your attention. If they have brought an issue to your attention that will allow you to better meet the needs of your other customers, this is a good thing for you to know! Thank your customer for allowing you to provide better service or a better product to your customers. They will appreciate knowing that not only did you help them with their problem, but that they were the catalyst for a positive change in your company. Toss them out I'm impressd with RAnger22's answer. I agree with it if they are being reasonable or I think they have a valid gripe. However, if they are there to unload on me or are trying to get somthing for free, I don't put up with it. I've tossed customers out of the shop as well as written letters to some asking them not to return. There are some customers that are not worth the grief, no matter how green their money is. If my sanity is at stake, I don't sugarcoat it. From a Customers Point of View I love the first post and it is absolutely correct in dealing with customers, but, sadly that's not the case in most instances and as a consumer I have come across more employees in a store that didn't know their products or didn't have the answers or even try to get the answers. In all fairness many companies hire part-time or students and expect them to deal with some complex questions by customers and the new employees are not there long enough to give proper answers. I know also that Managers can be conveniently "out of the store!" I'm an easy going person and I never get angry at the salesperson. However, if I am in the store for a complaint or to take something back I expect some satisfaction. I also agree with the 2nd poster. No manager or salesperson should ever have to take abuse from ANY customer. If I am not treated fairly in a store then they DON'T have to worry about me coming back!
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Try to make them to calm down and talk about why are they angry. If it is a restaurant you could just give them another food. :D
Agree and make minimal replies.
The most important thing you need to do when talking to an upset person on the phone, is deal with their emotions. Callers like this often have only 2 problems: the thing that…'s got them upset, and the fact that they're upset. The latter is the bigger of your problems when an angry person calls you. Emotional release is the only way to REALLY get through this without losing it. Step One: Let them vent. Let them cry, yell, swear, or do whatever, and you need to take it. Yes, with a smile. Once they're done talking, they WILL shut up, and listen to you because at this point, they will have finished dumping their problem on your shoulders, and made you responsible for fixing it. They won't have anything else to say unless it's an answer to any questions you might have for them. Step Two: Talk about it. If they are a customer of yours, then paraphrase the issue. Rephrase it in your own words. Doing so will show them that you have been listening, and it's all sunken in. And don't just talk about the basic problem. If their "suffering" has been prolonged, then it's best to mention the duration as well, while you're doing this. It may not be a big deal for you, but the issue might be urgent for the caller, and it's best to treat it the same way, and give it the due respect. Step Three: DON'T apologise. Saying "Sorry" will fix nothing. It won't help you either. Not unless you've failed to meet some kind of commitment you made. If the problem happened by itself, it's not your fault, so don't apologise for it. Step Four: Empathise with the caller. This is like bandaging the wound inflicted upon your caller. Showing that you understand (even if you really don't) definitely helps to mollify most people and is a further step into emotional release. Follow up with an assurance that you are definitely going to help them. You may fix the problem, but if they're really upset when they call, they will not feel any positive feelings towards you, and they will remain upset at you/your organisation for letting them get into the mess in the first place. Completing Step Four will ensure that you impress upon the caller that you care about their problem, and they will like you for it. Do a good enough job, and you may even receive a commendation from your caller, if you work in a call center. Step Five: Wrap things up. Don't get off the phone until you're sure that your caller is convinced that their problem has really been fixed. Try to elicit a statement to this effect from them, if you can manage it. If your call is being recorded, so much the better for you. Once you've fixed things, now is the time to apologise to your caller, as a finishing touch. If you understand these five steps, then consider yourself armed and ready to face the worst of the worse from any angry caller - even the swearers. Good luck, mate!
Listen. Make sure you have heard correctly by telling them what you heard. Then either respond or tell them you will look into the problem and get back to them (and quickly do… that). Fix their problem, if possible. If not explain why not. Offer sympathy and empathy. Offer some form of conpensation, if possible and reasonable.
Remember we are all angry customers at one time or another. We all have bad days and we all take it out on someone who doesn't deserve it, it's impossible not to. Don't give b…ack to their hostility, most of the time people who are like "this" want to get into an argument, they want to get out some of their bad mood- don't help them. If it's a phone conversation: let them vent, just wait till their done. If it's in person, no matter how hard it is just give them your best. Throw in something cute for kicks, like "I really like your ear rings". When we're angry we forget sometimes that the person we are handing it out to is an individual. It helps to redirect.
firstly i wii greet him or her,after that i will try to calm him or her down and let customer to explain to his or her problem,then i can solve his problem in easy,because if …i explain many thing he will get lost again.
The First thing to know is that we are having two ilks of Customer viz: Happy and Unhappy. So this will be known by their attitude towards you an attendant, so having this at …the back of your mind whatever they do or say to you will not affect you or make you fled up. And as they always say that Customer always right this sometimes made them act otherwise so continue rendering your service anyway though sense of protecting ones personality at times may be a barrier of letting things go but one has to do.
The company wants to know how you are going to handle angrycustomers. It can at times be very frustrating dealing with thesekinds of customers.
You scream, "Help... we're being robbed"! Then you have him arrested.
If you have an angry coworker, you need to try and just ignore themand talk to your supervisor about them. If you have an angrycustomer, you need to give them what they want.
Allow the customer to explain the problem, possibly dispelling some of the anger. Sympathize with the customer's problem.
I'm guessing when you're angry you want to be calmer, be occupied, be safe and productive ect. I've got some tips here: Write: Write anything, a song, a poem, a story, just… write, from the heart. The best art is art that comes from true emotion in my eyes and when you're truly feeling something so strong writing might help. Paint/draw: Again draw/paint from the soul, let yourself draw what you really feel it might help you. Smashing a pillow: Smash something that wont break, and wont hurt when you do, let out your energy. Turn music up loud and scream the lyrics: Really punky, loud music often helps people. When some people are angry they feel like self-harming, punishing themselves ect: -Avoid harming yourself, use the writing, drawing, smashing the pillow and screaming techniques. -If you want to hurt yourself then use what's known as the rubber band trick. Get yourself a rubber band and snap it hard on your wrist, over and over, it'll hurt and leave a red mark for an hour or so therefore you'll see the signs of self harm and you'll feel the sensation. -If you have injured yourself, or you're having suicidal thoughts seek medical attention, if that seems dramatic it's not, don't be scared, don't feel embarassed, people are there to help you.
Listen to them, be patient and polite. There may be some truth in what they say. Then try and give an appropriate response.
In dealing with an angry customer, we must realize that our primary aim is to keep them as a customer. We do this in two ways: 1. Don't become defensive; listen politely to hi…s complaint regardless of how obnoxious he becomes. 2. Within the perimeters of company policy, try to address the customer's complaint to his satisfaction. Sometimes it's necessary to bend a little in the customer's favour to resolve the dispute. That's a judgement call and may not be up to you. In that case, call your manager. Some customers are not worth retaining because they've scammed you before and their cheating has just become too outrageous. In that case, fire him out the front door and politely refer him to your competitor.
In Sales and Customer Service
smoke with them yeeea
Try to calm them down whilst being understanding and listening to their complaint if they get abusive send them out Vagina
Well, the old adage that the customer is always right is so far from the truth. In most cases, a business should make every effort to appease a customer but sometimes nothing… can be done to make them happy. Stay calm but firm with the business policies.