This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal with an angry one, of course it is. Read on?..
Handle the person first, then the problem. Let angry people vent their frustrations. This alone will go a long way toward resolving the problem. Many times people just need to let off some steam and you are their sounding board, whether you deserve to be or not.
Apologize. This is crucial. It shows you are committed to the relationship. Remember, the customer is always right, whether they are or not. So apologize, whether or not it was your fault.
Show empathy. Assure your customer that he or she has every right to be angry and disappointed and that you would feel the same way if it happened to you. Make them feel understood. Use your own experiences to show empathy.
Find a solution. Resolve the problem with your customer, not for the customer. Ask questions that will get the customer involved in the process, such as "How would you like to see this problem resolved?" or If you were in my position, how might you resolve this kind of problem for your customer?"
Follow up. After resolving the problem, you must follow up. Make sure things are satisfactory, but also look for additional needs that represent selling opportunities.
So, employ the above strategies and turn angry customers into happy ones!
Copyright 2004 DeFiore Enterprises
Interested in having your own successful, home based creative real estate investing business? Chuck and Sue have been helping folks start successful home based businesses for over 19 years, and we can help you too! To see how, visit http://www.homebusinesssolutions.com for the latest FREE tips and tricks, educational products and coaching in creative real estate investing and home based businesses. No time to visit the site? Subscribe to our "how to" Home Business Solutions Digest, it's like having your own personal coach: mailto:subscribeHBS@homebusinesssolutions.com A>
7:00 a.m., the silence in the house is broken by... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
Running a successful business takes a lot of energy and... Read More
Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More
You know how it is, you believe something for so... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
According to customer service studies by marketing gurus of the... Read More
We all want great service, whether we are buying our... Read More
Do you know you can open, answer, close and report... Read More
Customer service and customer service training are vital for any... Read More
With Some Tips on How to RespondTt has probably happened... Read More
Nobody likes to get complaints. They make you question your... Read More
The primary objective of a business is to get and... Read More
Reality is not always pretty. But here is a tad... Read More
We, as small business people, naturally dislike complaints from our... Read More
You are serving great food. Your establishment is new, spotless... Read More
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
You Never Know Who You're Serving when customers turn irate.I... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
In the competitive world of the 20th century, we generally... Read More
Different people call their Customers by different names. If they... Read More
Outsourcing seems to be the new-new thing and approximately 50%... Read More
Why is it that Microsoft wants you to buy its... Read More
You want customers. I want customers. We all want customers.... Read More
Q: In a recent column you made the point that... Read More
Sales is tough to get right, and depends on retaining... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
Landing a new client is like courting a potential spouse.... Read More
Are you concerned about customer loyalty? Are your customers so... Read More
It all started a couple of weeks ago when a... Read More
I wish I had a nickel for every time someone... Read More
In my day to day practice in strategic human resource... Read More
I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More
Yesterday I went to buy a sandwich at a franchised... Read More
It might sound quick and simple, to say how well... Read More
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
When you make a mistake with a customer, should you... Read More
"Every company's greatest assets are its customers, because without customers... Read More
Customer support is very important when you're running a business,... Read More
May people these days have a problem with mounting debt.... Read More
With all of the recent data theft in the financial... Read More
What have you done for your existing customers lately? Probably... Read More
Delight = Customer Expectation plus 1. This was the simple... Read More
In today's demanding economy, the first line of any business... Read More
Different people call their Customers by different names. If they... Read More
Q: In a recent column you made the point that... Read More
Which is more important the technology or the customer?The one... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
A general counsel of a large international consulting firm told... Read More
Even the best business will receive an occasional customer complaint.... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
You probably think I am going to say something like,... Read More
Customer service is the pits, you say. You are not... Read More
The other day a reporter call to interview me on... Read More
If you're still dreaming about raising outside capital for your... Read More
It's never too soon to start saying thanks to your... Read More
What customers really want can be divided into two areas.Firstly... Read More
Millions of people, just like you, end up with a... Read More
The future of customer service is here. Technology has made... Read More
"Mountains are built one pebble at a time and climbed... Read More
Regardless of what business you are in - you are... Read More
Recognize metaphors from every angle and round up more insight... Read More
These moments come when a customer or client?1. Hears someone... Read More
Whether online or off, if you plan on running or... Read More
There are five techniques that have been proven to be... Read More
It's just a simple thing ? I bought a new... Read More
Customer Service |