Every now and then, a customer comes in yelling. And if you’re not careful – you yell back. Eventually, one less customer buying your golf cart accessories. Oh, and not to mention he’ll demean your company – and your golf cart parts – at every suitable occasion.
Turns out, most people are bad at handling irate customers. Handling them right could instantly turn them into your brand ambassadors of your exceptional customer service. And what is better marketing by word-of-mouth! Here’s a guide for you to do just that – and perhaps even make your angry customer a loyal buyer!
- Listen first, react later.
When somebody yells, most people yell back. And that – we can tell from this far – isn’t helping.
When an unhappy customer comes in, don’t react immediately. Remember he’s unhappy with your services, not you. There’s no reason to take it personally. Listen first; pay attention to his or her concerns. Eventually you’ll find, more than half of the time, most customers are sincere and good people.
- Be in their shoes – they could be right.
Henry Ford once famously said, “If there’s any secret to success, it lies in ability to get the other person’s point of view and see things from that person’s angle as well as from your own.” After all, no customer wakes up thinking about cursing for no reason.
Look through your customers point-of-view, and see what went bad. Empathy is not only extremely attractive, but also helps building future customer strategies. And fundamentally, you’re more likely to help him, when you know his end.
- Give their problems attention, and a lot of it
Times have evolved, and so have angry customers. They’d mail you, rather jump into your shop. And we’re much tempted mail them back, and dismiss the issue. But that is not how good businesses work. Call them back – or ask them out for a lunch.
This explicitly shows that customer satisfaction is your top priority. What’s more, your customer feels his concerns being heard and valued. This alone can diffuse any rough edges your customer might’ve had about your services.
- Be on the same team with your customer
Instead of screaming, “It was not our fault,” try, “let’s see what we can do for you.” The difference is instant! Your customer no longer believes you’re someone to be defended against, and rather there to help them.
And they’re more likely to admit they’re wrong when you’re on their side, than when you’re an “enemy.”
