How to Deal With an Angry Customer

The customer is always right. Or at least they THINK they are. Weather you agree that they are right or not, part of your job as a customer service representative is having that attitude. There are a few techniques you can use that will increase the chances of your customer leaving the store and COMING BACK AGAIN. And that is what you, your boss and your company's CEO want. In this article we'll discuss some successful techniques in dealing with an angry customer.

One On One

Take the angry customer aside and away from other staff and customers. You don't want a scene in the middle of the store.

Sit Down

Sit down with your customer in a comfortable setting. If the work environment allows, take them to an area that is not too bright. A glossy white floor with fluorescent lights above it is NOT a good place to try to calm an angry customer.

Look Them In The Eye

When you are talking to the customer, look them straight in the eye. This shows the customer that you are listening and attentive. Don't space out or you'll make things worse.

Use Reflective Listening

Reflective listening is when you say something to the customer in the sense of going over the issue with them. For example: The customer says, "THE SALES FLYER SAYS THIS $99.99 COAT IS 25% OFF! WHY THE HELL DID IT RING UP AT THE REGISTER AT $99.99 AND NOT $75.00??" A good reply from you would be, "I can see why you're angry, $100 is a lot different than $75. Let's see how I can take care of this for you". In that little statement, you let the customer know that you heard them, you empathize with them and that you want to work out a resolution.

Smile

It is very hard to be difficult to someone who is giving you a tender and genuine smile. Look them in the eyes and smile. Don't "grin" or you'll make them more angry.

Speak Softly

Speak softly and calm. It will have a very calming effect on the customer.

Ask For Help

Don't be afraid to ask your supervisor for help if you need it. Further more, if the customer is not calming down, by all means, summon your supervisor to assist in the matter.

Ask The Customer How You Can Help

If there is no pleasing your customer (and sometimes, there isn't), go ahead and ask them, "What can I do to turn this situation around for you?" You don't want the customer to walk out of your store angry. Your company's most powerful method of advertising is "word of mouth". No matter how big or small an area your store resides, if a customer walks out of your store, they're going to talk. Wouldn't it be nice to have them say something like, "Yeah, that place screwed up but they made things right by me". A comment like that is NOT a negative comment.

The point of these techniques is to calm your customer and reach a resolution that satisfies the customer. We all make mistakes and the retail market is not at all exempt from mistakes at all. But all is not lost with an angry customer. You and your staff still have a chance to make things right by them and THAT will result in them returning to your store.