They say customer is always right, but there are times when you really encounter a customer that got a very unreasonable demand almost about everything but as person who is more on customer service – you can’t do anything but to deal with how they do it. Most customer service representative just smiles and let that demand go and address it to the best way they can be.
Dissatisfied customers are unfortunately a fact in a business life. How you will respond will determine whether the customer goes far and tell it to her family, friends and social media and let them know how horrible the service is or instead to rave about it.
Well here are tips on how you can handle the customer who is irate.
ASSUME THAT THE CUSTOMER HAVE THE RIGHT TO BE ANGRY
Nobody makes mistakes on purpose – that is for sure, but they do happen. Whatever services you have behind a counter or in any capacity that directly interfaces with customer then you are going to encounter customer that are irate at some time. The most common response is to evaluate the merit of complaint or demand they are having while you are listening.
LISTEN TO EMOTION WITHOUT EMOTION
Listen to the inflections and emphasis that the customer places on specific topics to identify the emotional means. You have to listen to the emotions as well as the words. This will definitely help you identify the specific item or items that need a must attention.
Customer conversations come in tons. When the customer is at the peak of expressing anger, anxiety or distress is patient and listen. It is not effective to interrupt the customer when he or she is venting combustible sentiments. Sometimes the customer anger will just blow them instantly like waves crashing from the ocean. When that happens, be patient and wait for the customer to run out of emotions before you approach them and explain your stand.
If you have a customer who is very loud and abusive – remember you have to respond by speaking softly and with a very steady tone. If you try to shout over the customer or talk over the customer then they have the tendency to be angrier and that will tempt them to create a scene. Silence is the golden cue that it is time to speak your important message.