« 10 best customer service tips | Main | How to handle irate customers? Part 2 »

Jan31
Angry customers: How to respond?
Krissy January 31, 2008
Know More: Basics angry customers, irate customer service
Here, I am noting down 10 ‘angry customer management’ tips to diffuse the fiery irate customers.

 

  1. Assume that he/she has every right to be angry: The customer does not know you, by your cast, creed, whatever, so don’t take it personally, it’s your job. The customer may feel angry, frustrated, betrayed may be because of the fact that product or service did not match the expectations or previous experiences with your company. Regardless of the situation, acknowledge the fact that he or she has every right to be angry. Listen carefully and devise a plan about how to address the situation  angry-customer-service-management
  2. Emotion without emotion: Listen to customer’s emotion as well as his or her spoken words. Identify the needs that need primary attention, mirroring also helps to diffuse the anger.
  3. Be patient: You just cannot afford to get carried away with the circumstances. His words may come in waves, he may be at the peak of his expressing anger, sorrow or distress, just be patient and listen to his story and then proceed. 
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» How to handle irate customers? Part 2 from BPOTiger
In the previous article I discussed how to respond to angry customers. Here goes the concluding part.   1.      Speak softly: Even to the loudest and most abusive customer, you can’t hurl your anger. Instead respond... [Read More]

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