These techniques help you in the face of angry customersPosted by: admin | Posted on: March 15, 2017
no matter what you do, in the course of business, there will always be problems related to the customer, and sometimes may cause customer dissatisfaction, and even anger. In fact, the resolution of customer problems are often related to the company’s future development, in the solution of angry customers is to keep calm, take the following measures to deal with.
1, stay calm, adjust mentality. No one likes to be questioned in public space by loud, excited people. But the first thing you do in this situation is to stay calm and calm. Although you may be eager to call back to him, please refrain from. Shouting and getting angry will only escalate the situation. On the other hand, please take the best customer service attitude, and play twelve points, after all, it is time to start work.
2, listen to the customer’s words. Angry customers usually just want someone to let them out, and today you are the object. This means that you need to listen carefully to what they say. With customer focus, do not look around, distracted or let other things distract you.
3, from the situation in the withdrawal of emotions. if the customer is very angry, he or she may make impertinent remarks. Remember, you shouldn’t take those words for yourself. He or she is disappointed with the business, the product or service you get, not because of who you are. You must put personal feelings aside.
however to remember is that if the customer excessive abuse or seemingly threatening, you should tell them you will find the supervisor or other people to help solve this problem. When you come back, ask the supervisor or the helper to step in and explain why you need them (for example, you feel intimidated). In case of the worst, you must ask the customer to leave.
4, repeat customer concerns. Once the customer has given vent to his anger, make sure you know the real reason for them. If you still don’t know, you can repeat the reasons why you think the customer is upset, or ask him questions. Repeat the problem to the customer that you are listening to them, but also identify the real problem to be solved.
5, actively express empathy. Showing empathy helps clients understand that you are really trying to help them. Once you have identified the problem, show them that you feel it