Seven Strategies for Keeping Angry Customers

April 4, 2018 by  

I believe you can salvage a relationship with an angry customer and turn them into a happy one depending on how you handle the situation.  Probably the most important key here is to practice Active Listening so that you can be sure that you clearly understand what the problem is before trying to make them happy.

Here are 7 ways to keep angry customers from storming out of your business and never returning:

1. Realize the customer’s time is valuable. If you put the customer on hold and transfer them three different times, you are going to make them angrier with each transfer. If that is what happens often you need to fix this system. It is better to solve the problem quickly and efficiently or direct the customer to someone who can. This can only be done if all your employees understand the chain of command and are empowered to solve problems. Employees should also know exactly who to refer problem customers to if it is beyond their scope and abilities.

2. Never outsource your customer service. Your customers want to be helped by people with good language skills so that they feel understood and that their issue will be handled effectively and efficiently. This, unfortunately, is not likely if the person is not even in the country and if English is not their first language.

3. Show empathy. Of course you must stay calm, however, you must sincerely show empathy for their situation and be ready and able to assist them quickly and effectively because they feel that they are in crisis and you need to fix it! In addition, never tell the customer to calm down as that will only escalate the exchange. Remember, this is not about you, it is about them!

4. Be Present on Social Media. Today, you must monitor your business on social media or you could be missing a big opportunity. Most people today find everything on the internet and consult social media for many of their needs. In addition, if they are unhappy about something they can also state that on social media. You need to have someone in your company actively updating your company profiles, website, and the information you post there. You should also be watching for comments good and bad about your business to see if you need to emphasize or change anything and then post that on the sites.

5. Over deliver, if possible. Once you have angered a customer, you need to do something outstanding in order to fix the relationship. You want the customer to remember how you fixed the problem rather than the problem itself. However, do not promise something you cannot deliver!

6. Don’t just say you will get back to the customer. Broken promises will only make the customer angrier. If you say you will get back to them this afternoon or tomorrow morning, make sure that you or whoever can fix the situation, does so. There is nothing worse than an unfulfilled expectation, especially after there has been some sort of issue that needed to be resolved.

7. Fix unreasonable policies. You can avoid angry customers in the first place if you figure out what is wrong with your process. Every organization needs to have policies and procedures, however, in some situations, the customer service people need to be given some flexibility with those policies, especially if they do not make sense in a particular situation. You, of course, cannot keep giving away the store, however, you do want to ask what will make them happy and try your best to deliver as much of what they are seeking as is reasonably possible.

So, you have an angry customer you might want to consider the above-described approaches to make sure that you can resolve their issue in a way that will allow you to keep them as a customer rather than chase them away. In today’s very competitive business world you want to make sure that your organization has the skills and strategies to deal effectively with problems of any sort with a win/win outcome.

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