Tips On How To Handle An Angry Customer.

It is customers who keep your company in business. Your task is to satisfy all customers including the difficult ones. Sometimes customers will judge the quality of your service depending on how you handle difficult situations.
There are two main steps you have to go through during this process. Firstly, you need to deal with customers' feelings then secondly deal with customer’s problem. Many people make the mistake of going straight into problem-solving mode without first attending to the customer's feelings. You can solve the problem but the customer will still be angry. Customers are primarily driven by their emotions and anger makes the whole situation worse.

DEALING WITH THE CUSTOMER’S FEELINGS

1. Greeting
   Always greet the customer in a friendly way regardless of their attitude.
2. Apologize
   Apologize for the situation or event that made them angry. Remember the customer will be angry at the situation and not you. You must focus the anger.
   An angry customer may make disparaging comments about your company, product or service. Do not get hooked into the emotional mode. Keep your own emotions in check
   Furthermore, resist the temptation of saying ‘’sorry’’ after every sentence. You may think that this will cool down the customer’s feelings but this may not work at times. If you are going to use the word sorry, it is better to use as part of a whole sentence like ‘’ I am sorry that the product did not perform according to your expectations…….’’
   Whatever you do, do not get defensive. Also always maintain eye contact.
3. Listen
   Listen to the whole story without interrupting. Listen and look like you are listening. In other words, listen with your full attention. The customer wants to know that you care. You can ask questions along the way to guide and maintain the dialogue. You then summarise the facts just to be sure you have understood them correctly.
4. Empathize.
   Here you are basically telling the customer that you understand how they feel, for example ‘’ I really understand why are you are angry’’. You must connect in some humane way. This must be a genuine response otherwise the client will feel patronized and this will worsen the situation.
5. Build Rapport
   This is an extension of the empathy response. You are also reflecting the feelings of your customer on yourself by saying for example ‘’ I can understand how you feel and I would feel the same in a similar situation.’’

DEALING WITH THE CUSTOMER’S PROBLEM

1. Find out exactly what the customer wants you to do. Use positive language and focus on what you can do.
2. Sometimes you cannot do what your customer wants you to do and you will need to explain why. Where applicable and possible you suggest alternative solutions.
3. Move the customer into positive territory by having them make small decisions along the way. Try to adopt a stance where you regard yourself and the customer together as a team working against a common enemy, which is the problem that led to the customer’s anger.
4. You then try to reach an agreement. You also share with the customer information about the procedures to be followed in order to execute the solution and also how long these procedures will take. Never overpromise otherwise you will make the customer even angrier than before.

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