If you’ve ever picked up a phone in your line of work or dealt with people in any way, chances are you’ve confronted an angry customer or two in your career. Whether it was a bad experience, bad product or you’re on the receiving end of their bad day, there’s an art to turning these difficult situations around to minimize the pain of everyone involved.
Geoffrey James at Inc. has six tips for defusing these situations and possibly even earning yourself a customer for life.
1. Don’t take it personally.
Regardless of what customers may believe, the real reason they’re is yelling at you is always about something else that’s going on in their lives. It’s just your bad luck that you’re in the line of fire when the customer is having a horrible day, week, or year.
2. Do not react to the anger.
When confronted by anger, most people react one of two ways: 1) becoming angry themselves or 2) attempting to placate to make peace. Both approaches are mistakes in this case. If you become angry, it only feeds the customer’s anger. And if you placate, you’ll simply be training the customer to continue to act like a jackass.
3. Expect and demand civility.
State clearly and firmly that you’re willing to help resolve the problem, but you won’t be yelled at or treated disrespectfully. Don’t mince words. Make it clear that your help is dependent upon the customer’s ability to behave in a civilized manner. In most cases, the customer will actually breathe a sigh of relief.
Full story at Inc..
How to serve an angry customer.
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