Business Tips: Dealing with Angry Customers

The second he walks through the door you can sense it. The way in which he charges to the counter; eyes fixed, breathing heavily. The grunts and swear words muttered under his breath. The dilation of the pupils and the gritted teeth. Anyone who has ever worked is likely aware of this man, as he is: The Angry Customer. However, while he may seem frightening, there are ways and manners that can help one to deal effectively with angry customers, and turn a negative situation into a positive one.

Of course, many employees and even many managers or owners are simply not prepared to deal with angry customers. Thankfully, a few short tips can make the situation much better, and may even turn that angry customer into a faithful and returning shopper, but the main importance here lies in the method in which the situation is approached.

There are definitely right and wrong ways that one can deal with customers who are angry or upset, and the first and most important aspect involves diffusing. The second that the angry customer realizes they are being taken seriously, the level of their anger is going to decrease dramatically. You should always attempt to talk to the customer, and the best way to do this is in private.

One of the most effective ways to begin getting the customer to calm down is to take him or her aside and have a private conversation. By bringing the customer into your office or into a different space (i.e. not in front of the store) you are letting them know that their opinion is important, and that you are willing to take the time to listen to them and correct the problem.

All too often, employees or managers will simply come out and ask the customer what the problem is. While this can be effective, it is generally better to let the customer reveal the problem in their own way. Begin by introducing yourself, "Hi, my name is ______, and I'm the manager here, how are you doing today sir (or madam)?'. Introductions can go a long way towards giving the customer a comfortable environment and also establishing your identity as a human being. Often, excessively angry customers forget that they are dealing with human beings, and thus will treat both you and your staff in an unfair manner. By giving a personal introduction, the customer will generally begin to think about what he or she is doing, and the conversation will not resort to you being screamed at.

After the introductions are done, realize the problem. Remember that you want to know all the details. Remind the customer how valuable they are to you and how importance their business is (even if they shop with you once a year). When the customer is made to feel as if their opinion matters they will be far more willing to accept any solution you give them.

Of course the solution part of this equation depends largely on the type of business in question and the cause of the anger. Remember that although you want to make the customer happy, you also want to make realistic promises. Do no offer something that you cannot deliver, this will only complicate the situation and make things worse in the end. If you offer realistic promises and solutions, the customer will be far more willing to accept them, and when you are able to follow through, the situation will take a positive light. For example, if the customer has an issue with an employee, do not agree to fire the employee immediately. Instead, promise to have a talk with the employee. To make sure that the customer feels alleviated, take down their name and contact information, and give them yours as well, so that they may follow up.

To keep the customer coming back, you may want to offer some sort of compensation or benefit for them speaking forward. Even something as simple as a gift certificate or a refund when their ordinarily would not be one is enough to turn your enemy into an ally, and save the situation for you. Remember that you want to avoid bringing in a higher level of management if possible, but if it has to be done, it has to be done.

One important piece of advice is never to use the word "no". Even if the customer is asking for the impossible, or you do not believe they are wrong, you do not want to tell them that. Instead of saying, "No, I can't do that", try, "Maybe we can reach an alternative solution, is there anything else I can do to make this right?". Much of effective customer service deals with the manner and style in which you handle difficulties.

To illustrate this, I offer an example of a situation that occurred at a pizza delivery restaurant, where I was the manager. A customer called, screaming into the phone that they did not get the soda they wanted. As we sold Coke products, I asked what had happened, they told me that the driver instead brought them a Pepsi and that the driver was rude to them at the door. I asked them for the name of the driver and what I could do to make the situation right. They replied that their pizza was cold, and they just wanted a drink. In order to make sure that customer felt appreciated, and that conflict would not re-emerge with the same driver, I left another employee in charge of the store for a couple minutes and went to the customers house myself. I brought them their soda, as well as a free pizza as a thank you for voicing their concerns. At the door, after apologizing and explaining that I had talked to the employee, as well as presenting them with their free pizza and drink, I noticed that the customer had changed completely from the man I spoke to on the phone. The personal attention and care that he had received, especially from me taking the time to personally deliver the apology and free food, was enough to make him apologize for his rudeness. I shook the man's hand and thanked him for reporting what had happened to us. To this day, that man is one of our best customers, and we have never had another issue with him.

Although it can often be tempting to return anger with anger, that is the worst possible way to deal with the situation. Practice diplomacy and tact when dealing with angry customers, and always make them feel appreciated or taken care of, you will find that angry customers do not remain angry for long. When we learn to properly deal and interact with those around us, we are able to turn even negative situations into positive ones, it all depends on the manner that we approach the situation.