Here are the
final steps in handling an angry client.
Always thank the person for bringing their concerns to your attention.
Actually, it is an opportunity for you to help someone solve a problem.
Some people never complain. If there is a
problem, they simply vow never to buy anything from you again and
proceed to inform anyone who will listen of (in their opinion) your
lousy service or product. At least this person is giving you a chance
to make good.Always
acknowledge their emotions by saying something like, "I know you are
upset right now. It is so frustrating when things like this happen." If
you are speaking on the telephone it is amazing how this can calm
someone down. Only do this after you have let them rant and rave and
get it off their chest. Remember, first acknowledge the feelings before
saying anything else.
Ask the person what they think should be done. Ask this even if you
already have a policy in place for their problem. Most of the time they
will not have a clear idea of what exactly it is they want you to do.
This is
when you can tell them what you are willing to do
to fix the problem. By this
time things should be calming down. The angry client may be feeling a
bit embarrassed at having gotten so angry at you once it sinks in that
you are really trying to help. Continue to explain how
the problem will be resolved. Often, at this stage, the problem is
already resolved. Take the
opportunity to turn this unpleasant experience into a plus for your
business. At the end of this discussion, thank the person again and ask
if they would like to be a member of your "customer service focus
group." What's that? It is a very good way
to turn a miserable grump of
a complainer into an ambassador for your business.
Read
Part 1 | Part
2 |
Part 3 | Back to Article Index
