A successful organization will always have happy and satisfied customers. A happy customer would keep coming back, whereas an angry customer would spoil the experience and ruin the image of the brand or organization. Despite planning and effective training of teams, there could be some unforeseen bottlenecks that may upset or infuriate a customer. We list here five effective ways to deal with an angry customer.
Listen and Listen Attentively
An angry or yelling customer is a nightmare for any business. Nevertheless, it also gives the business owners an opportunity to look inwards and fix the gaps. The first rule is to listen well to the customer. Your body language (if interacting physically), your acknowledging tone (if talking over the phone), and your attentive reading (if corresponding through an email) make a huge and remarkable difference in customer experience and redressal of grievances.
Make sure to train your team to listen attentively to a complaining customer. The matter might escalate If the angry customer finds you or your attending team member not listening carefully to her grievances. If the complaint needs immediate resolution, going out of the way to fix it will be the best way to earn back the customer’s trust.
Offering an apology is an absolute must. The customer would be expecting a considerate apology rather than a superficial one. Only a crisp, meaningful apology can calm an agitated customer and pave the way for further discussions. A thorough apology would make your customer believe that she is respected and is being cared for. An apology also conveys that the organization is ready to look deeper into its issues.
Engage the Customer in a Talk
Once you have soothed the customer enough, make an offer to talk. A talk is the best way to engage the customer once again, but make sure you choose your words carefully. The solution you offer should be convincing and evoke empathy. Offer a solution that does not only satisfy the customer but makes her/him happy too. Turning an angry customer into a delightful one is an art that you as an entrepreneur must accomplish. The talk should progress in a manner to resolve the issue, along with an offering that surpasses the customer’s expectations.
Pay Special Attention to Dissatisfied Customers
Special attention should be paid to the dissatisfied customers. A team member or a small team could be assigned the task of keeping the communication channel open with the customers. This will benefit the organization in many ways. The customer will appreciate the effort to approach her and engage her. This will also prove to be the process of rebuilding lost trust.
As part of your efforts to win back the customer, you can organize a special discount coupon or service or any privilege for dissatisfied customers.
Redressal by Customer’s Solution
Why not ask the customer about her way of resolving the issue at hand? It can be the most empathetic way of resolving a problem. If the customer has a reasonable suggestion, do not delay implementing it. The customer will undoubtedly spread a good word around if the grievance is redressed according to his/her demand. It will also reinforce your brand equity among lost and loyal customers.
An angry customer can be overwhelming, but you need to look at it as positively as possible. If you handle it calmly and reassuringly, there are maximum chances of winning back the customer. Any angry customer would acknowledge your genuine effort to solve the problem. It will also provide an excellent opportunity to find out a specific problem in the process. When you delve deeper into customer grievances, it will save you from a significant number of impending issues.
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