Shanu Singh Guliani

Calming Angry Customers

Getting angry is a normal emotion. However, the way we manage our emotions when dealing with an angry customer will often determine whether the customer remains ours or becomes someone else’s.

Angry or hostile customer’s want you to be helpful, even if you can’t solve their entire problem. If they see you as making a genuine effort on their behalf, they are much less likely to be hostile towards you personally.

How do you calm down an angry customer while building the customer’s loyalty to the store?

1. When a customer’s voice rises, you lower yours. Accept all blame personally. Be fully accountable and don’t say a word during this phase. Do not interrupt the customer midway into their story with your own version. This will only make them angrier. Absolute silence on your part is paramount during this first encounter, and vital to calming angry customers.
2. Apologize for what has happened even if it is not your fault. It's important that you accept full responsibility for the situation
3. Brainstorm alternatives with the customer to meet his or her needs. Then tell the customer what you are going to do and how soon.
4. Thank the customer for bringing the matter to your attention. Tell them it will be discussed at your next staff meeting.

Posted by Shanu Singh Guliani on August 27, 2008 | Comments (2)