How to Handle Angry Customers

Handling angry customers is really a great feat. Maybe it is not necessarily anger that is causing the customer's unhappiness. The customer could be frustrated from lack of good customer service. Learning how to handle angry customers is an asset. A satisfied customer will more likely return to your business.

Instructions

1. Determine why the customer is angry. Frustrations with product returns, refunds or exchanges can cause a customer to become angry.

2. Listen to the customer's complaint. Let the customer know you will work to ensure satisfaction and are interested in resolving the problem.

3. Ask the customer what can be done to resolve the problem. Quickly resolve the issue by offering an equitable solution to the problem. If you are not allowed to give the customer her money back, consider offering store credit.

4. Be aware of negative body language. Always be attentive to the customer's concerns. Do not turn your back to the customer, fold your arms or place your hands on your hips. This can be viewed as authoritative behavior. A customer may be more prone to become angry if you are viewed as disinterested in your customer service duties.

5. Assure the customer that the customer's business is always appreciated. All customer service problems can not be resolved, but the trick is to make the customer feel that all has been done that can be done within company policy to ensure her satisfaction.

Tips & Warnings

• Always avoid promising a customer what cannot be delivered. Saying what the customer wants to hear, just to get rid of the customer, will have the boomerang effect each time.