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Thursday, July 17, 2008

Handle Angry Customers

If you own or run a business, or even work at a business where you serve customers, there are going to be displeased customers. These simple steps may help you make your angry customer happy.
this is the steps

1. Be patient. An irate customer won't be placated by anything but a satisfactory resolution to their problem. Getting angry back at them won't help.
2. Approach the angry customer and ask what they are displeased with. Usually restating the issue they are having will help to calm them. For example, say, "I can understand your frustration with that policy."
3. If they ask for the manager, get him/her quickly and do your best to solve the problem.
4. After they address the problem, apologize for taking their time and inform them that your business will do everything possible to correct it. Then, make sure you and your coworkers do everything possible to correct the situation.
5. Compliment them after the discussion. Say something to the effect of, "It's people like you that help our business."
6. The next time they come back, ask how their day is and do everything possible to be polite.

You also try:

* Always be polite!
* Try not to take their complaint personally - even if it's about your own job performance. If you feel yourself become emotionally involved in the issue, it is best to step aside and let another employee handle the situation.
* Think about how you would want a problem handled if you had a complaint. Then, treat your angry customer as you would want to be treated.
* If you simply cannot give the customer what they want, give them something for free (you may need a manager's approval) to make up for it.
* Make the angry customer want to come back again.
* A customer complaint can be a vehicle for customer retention. If you handle the customer appropriately and apologize effectively you can turn a negative into a positive.

Remember this :

* Never be mean to the angry customer. Remember, you want them to come back again. If you insult them, they are sure never to come back, and they'll probably tell their friends, which can result in your business sinking to the bottom of the ocean (Going bust).
* Some customers are known to complain about anything. If you come across one of those customers, try to discuss with your manager whether this client is beneficial to the company or whether it might be worth to lose him, because he doesn't do a great deal of business and causes the company a lot of time in dealing with his daily complaints. The time wasted on one client like this could be dedicated to customers that are "true" customers.
* Please remember that the safety of you, your coworkers, and other customers comes first. If a customer crosses the line by making abusive, threatening, or hostile actions or threatens to, immediately call 911 and inform your supervisor when it is safe to do so. Companies would rather lose an abusive customer than have their employees, vendors, or other clients hurt or worse in the course of business.

1 comment:

donya michy said...

A must read for call center agents and supervisors!