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Dealing with Angry Customers
Over the last few newsletters, we have looked at how to provide good customer service. Unfortunately, no matter how positive your intentions, chances are that one day you will have to deal with an angry customer. Nobody likes the thought, but some preparation can make you more effective and less emotionally drawn into the situation. The way you respond to the customer’s anger will have a direct impact on the outcome, and may mean the difference between losing or keeping them. It’s never pleasant to be shouted at or complained to, but always remember you have a choice over how to respond. Non-reinforced behaviour tends to disappear, so if you listen without interruption, make empathic gestures such as nodding while looking them in the eye, and wait for them to run out of steam – they will and much quicker than if you try to argue. Acknowledge how they feel – ‘I can see you are very upset about this’. Take no notice of exaggerated and erroneous things they say, such as ‘I’ve tried to ring hundreds of times today and nobody ever answers!’ We all do this in the heat of the moment and it is simply not possible to keep attacking someone who agrees with you! I have heard this described as ‘climbing Mount Anger’ – some one who is angry is determined to express every point and get to the peak. If you start interrupting, they will just start to climb again and this time the peak may be higher! Help them to get to the top and you will be surprised how quickly they descend. They will become calmer and perhaps start to talk about how to solve the problem. They may even apologise! In my experience, both business and personal, once they have calmed down, they will be anxious to find a way to resolve the situation and having done so, will become your staunch supporter. |
