As businessman, we always want to please customers so they would always come back and do repeat business with us and create goodwill for us by spreading the word around about our good products and excellent services.
However, we cannot please everyone regardless of how much we bend over backwards. There will inevitably be occasions we would fall short in our service. Or we will meet be customers who are by nature hard to please and overly-demanding.
When dealing with irate customers, the first thing you should remember is not to take it personally. He may be raising his voice while talking with you but is not actually angry with you. Rather he is displeased with the performance of your product or the quality of the service you provide. Remember that your personal feelings are not involved here.
It is important to stay calm which is easier to do if you keep the “nothing personal” perspective in mind.
Dale Carnegie, the well-known author of the classic “How to Win Friends and Influence People” has written very useful tips on what to do when faced with angry customers. His foremost suggestion is: Stay calm; try to remain diplomatic and polite as getting angry will only make the other person angrier.
Here are the rest of Carnegie’s advice.
· Try to see things from the customer’s point of view. Perhaps you would feel as upset as they are, given the same situation.
· Thank the person for raising the concern and do it sincerely. Emphasize the importance of satisfied customers to you and your organization.
· Listen for understanding. Sometimes, the irate customer just wants someone to listen to their story, even if you are unable to help him or her.
· Ask questions to get their facts and feelings. Listen to learn rather than just preparing your response. Don’t respond too quickly.
· Find points of agreement with their concerns. Establish common grounds to show the person you are listening.
· Always show a willingness to resolve the problem or conflict. Make the resolution seem as easy as possible.
· Be genuine and show your personality. Respond as an understanding friend rather than defensively citing company policies.
· As a last resort, offer to have your supervisor talk to the irate customer. Your supervisor may say the same things as you did, but sometimes hearing it from someone else has a positive effect on the angry person.
