Top 3 Things to Do in Dealing with an Angry Customer

It’s supposed to be another ordinary night for you until you’ve picked up the phone and heard expletives on the other line. All of a sudden, you’ve got mixed emotions. You didn’t know what to say to stop the other person from talking such way to you. On the other hand, a portion of your mind was getting ready for a rebuttal. Simply put, you have no clear idea on what to do when you have an angry customer on the phone.

Luckily, you’re not alone. If your business is providing customer service, you can expect to meet irate customers. What you need to learn is how you can ensure that you don’t go ballistic the moment you encounter them. Here are three ways:

• Let them talk. Don’t ever try to get in between with what they’re saying. They want you to listen to them, and by doing so, you can have a clearer picture of the real reason of their anger. While they are venting, though, grab a pen and paper or open your Notepad. Write all the important points and questions you hope to ask later for clarification.

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• Apologize. Do so for the inconvenience or the trouble your company has caused your customer. Not a lot of customer service representatives understand the power of a single word called sorry. Don’t justify either, if you don’t like to add more coal into the fire.
  
  
• Do something. Make sure that you can end everything with a hopeful note—that is, to let your customer know what you can do for them. For example, if your customer has not received his or her order yet, make sure that you can contact your shipping company immediately.

A very important note: If you promise to make a call or e-mail them for feedback, then do it. It’s part of doing something for them.