STAY CALM
In some cases, a customer may be visibly distressed or angry. Despite their demeanor, stay calm and try to smile and maintain eye contact to show you’re open to their feedback and invested in solving their concerns.
SHIFT YOUR MINDSET
It might be natural to think to yourself that the situation is not your fault. However, the success of this interaction hinges largely on you not taking the customer’s anger personally. This can be done by switching from a mindset of finding blame to a mindset where the goal is to find a solution.
ACKNOWLEDGE THEIR DISTRESS
The first thing the customer is looking for from you is a recognition that something has happened to upset them. You can acknowledge their feelings without accepting blame by saying something such as, “I can see you’re upset, and I’m so sorry.”
LEARN ABOUT THE PERSON
Understanding details about your customer, such as the extent of their knowledge on the subject, can help you connect with them and ease the interaction onto a friendlier plane.
OFFER A SOLUTION
Some upset customers just want to express their frustration and feel like someone is listening to their concerns. Other customers may be looking for a refund. Offer a solution and be open to discussing the issue further.
CALM YOURSELF DOWN
Even if you are in customer relations and interact with irate customers on a regular basis, a state of mental equilibrium will help you refresh your mind and deal with your next customer just as effectively.
FOLLOW UP
To cement your relationship with the customer, follow up with them in a few days to ensure they are satisfied with the solution you provided.
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