How would you respond to an angry customer?
As a business owner, you'll likely encounter unhappy customers.
Customers get angry for a number of reasons—justified or not, downright unpleasant or rude, it's your job as a business owner to make it right to the best of your ability.
During the discussion, your body language and how you respond is just as important as what you say.
This type of situation is also an opportunity to put your best customer service tips to use to turn the situation from a negative one to a positive one.
Here are 4 effective steps for responding gracefully to angry customers without losing their business.
1. Be an active listener.
Practice active listening when dealing with angry customers.
By doing this, you show them that you are genuinely paying attention to them.
Most people simply want to be heard and understood.
Sometimes they just need to let their frustrations out and blow off some steam.
The root of their problem might have nothing to do with your store.
Unfortunately, you and your team could have provided the absolute best customer service and they might still decide to take their unhappiness or frustration out on you.
2. Keep Your Cool.
Matching the temperament of an angry customer will not be helpful in this situation.
By keeping yourself cool and level-headed, you will be able to deal with the issues at hand accordingly.
Although this is easier said than done, let’s look at some tips on how to keep it cool.
- Take a deep breath
- Put yourself in the customer's shoes. How would you feel if this had happened to you?
- Ask questions as a means of collecting information from the customer so you can fully understand the whole situation.
- Be patient and empathetic to your customer's concerns.
3. Apologize Gracefully.
Whether the complaint is legitimate or not, a simple straightforward statement like “I’m sorry that you are not happy with our product.
"Let’s see what we can do to make things right" goes a long way with an angry customer.
4. Take Responsibility for the Situation and Offer Solutions.
By following these tips, you will likely prevent a shouting match or a big pubic blowout.
At this point, you can open a dialogue to address the customer’s problem.
Taking ownership of the mistake from the retailer’s end can help calm an angry customer.
You can either make adjustments or rectify the mistakes to prevent any further issues in the future.
You'll find that customers are understanding and just want to be heard and then helped.
Dealing with an angry client is never easy.
By using these tips, you can put an upset customer at ease and effectively diffuse the situtation by showing them that you will take care of them.