Calming an angry customer is an indispensable customer service skill.
If you own a business or are a customer service representative, you will regularly encounter angry customers. The way you handle them will determine whether you retain their business. Delivering great customer satisfaction is how you gain control of the situation and calm your customer.
Instructions
1. Don't take it personally when a customer gets angry. Realize the person is often only speaking out of frustration. Allow the customer to explain the situation, then carefully assess it to see what you can do to bring resolution.
2. Listen patiently. Sometimes all the customer needs is simply to vent a bit; thus, exercise judgment and refrain from immediately reacting. Never get angry, because this will only escalate the tension. Besides, this is not the image you want your customer or any bystanders to see. Thus, remain calm and professional.
3. Clarify anything you do not understand. This shows genuine interest and equips you with more information that can help you determine resolve the matter. Once you get enough information, start with an apology. Let the customer know that you understand how frustrating this must be and you will do your best to resolve the issue.
4. Never rush an angry customer. The more patient you are, the greater the likelihood you will successfully calm the person. A customer seeing you are listening and trying your best will eventually calm down.
5. Offer a tangible solution to make amends, whether a refund, replacement or store credit. This clearly shows your regret and your desire to guarantee customer satisfaction. This will do wonders at defusing the situation and could even turn a potential customer defection into a long-term relationship.
