Knowing how to deal with angry customers is something that everyone in your company should learn whether you’re just starting to build your company or if you’ve been in business for decades. How you respond can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronize your business again. Here's how you can talk to your angriest customers in order to diffuse the situation and offer better service all around.
1. Remain calm. By speaking slowly and directly, and keeping our voice calm and soft, we’re less likely to exacerbate a situation.
2. Listen. Try to see things from her perspective as she expresses her feelings. Use active listening, so that you really listen to what she says.
3. Drop the emotion. Defensiveness and anger usually subside after the initial response—if you don't fuel the fire.
4. Practice empathy. This helps you connect to your compassion in ways that can turn problems into joy-filled great relationships.
5. Know how to apologize. Frame your apology first around a statement of remorse.
6. Find a solution. Once you have understood the situation, try to avoid making excuses or defending your actions. Ask what you can do to resolve the situation and make things right.
Maintaining your composure can be a very hard thing to do. Understanding your customer’s point of view, showing yourself as their advocate and then fixing their problem is the only real way to move forward.
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