Even if your company makes great products or provides great services, there is possibility that some instances might occur when a customer gets angry. It is important to learn how to handle an angry customer. If you can calm him down, you can retain him as a customer for your company, however, in case you lack this tact of dealing with your customer’s anger, you are most likely to lose him/her, and it could also lead him/her to badmouth your company’s services. In these days of instant messaging and blog writing, a dissatisfied customer can smear your company’s reputation by writing about his/her unhappy experience.
1. Make sure you know the reason for customer’s anger
If you have prior notice of the customer coming to see you with a problem, make sure that you take the time to thoroughly understand the whole issue before you meet with him. If it relates to unsatisfactory performance of a product, make sure you have information beforehand and confirm as to when can it be resolved. If would help you to prepare yourself for the meeting.
In addition, find out the details of the customer as well, to understand if he/she is a regular customer, and how important is the customer’s account for your company.
2. Listen to the customer and write down his complaint in full
The first step in dealing with an angry customer is to give him your undivided attention. Make sure that you find a private office room for the meeting and ask not to be disturbed by other visitors or calls. Turn off or mute your mobile phone. Thank him for taking the time to report his problem to you and assure him that you would work with him to find a resolution.
Ask the customer to describe his problem to you. Do not interrupt him and do not attempt to answer his complaint. Say that you want to write the problem down so that you have a full understanding. Do not use harsh words to correct him/her if he uses tough language or raises his voice. Once he has finished stating his problem, say that you would like to read your notes back to him in summary, to ensure that you have captured his problem in full. As you read back to him, if he interrupts and says anything new or even if he restates the problem in different words, record that. Again read it back to him and ask if you have captured his problem in full. In two or three iterations, he would agree that you have captured his complaint in full.
3. Check your response to the complaint
Only after you have completed recording his/her complaint to his/her satisfaction, should you start to respond. First apologize for the problem and state that you would do everything possible to resolve the issues.
If it is a small value product and you have the authority to give him/her a replacement, that should be the first response. If the complaint is about a service, offer to re-perform the service. That gesture should help abate his/her anger. If you do not have that authority, you should find out before-hand whether you could fix up a meeting for the customer with the right person. You could even try offer to set up that meeting immediately if the customer is willing. You should be present at the meeting and state the issue on the customer’s behalf to your colleague so that he/she does not have to repeat him/herself.
If your finding is that your company’s product or service is not at fault, and the reason for complaint is wrong usage or wrong expectation, talk to the customer in mild and reasonable tone about the possible reasons for the problem. If you could ask leading questions about his/her usage of the product or his/her expectations from the service, he/she could possibly realize his/her fault at once. In case he/she starts to get angry, keep your own temper calm and use affirmative yet mild tone.
Offer him/her a face saving device such as a free service call or a discount on a replacement product. Give him/her a token gift if appropriate such as a desk calendar or pen. Offer to call him/her again in a few days to check if he/she has any new inputs on the problem and do so.
4. If you find that your company’s product or service is at fault
In your analysis if you find that your company’s product or service is at fault, either wholly or partially, accept the problem. Start working at once towards the action plan to help fix the problem. If a service technician needs to be sent out, immediately arrange for one in front of the customer. The customer should notice that you are genuinely concerned about his/her problem and are making every effort to rectify the situation. Make specific date and time commitments and assure him/her that you would personally be responsible to fix the problem. Give him your personal phone number. Make sure that you stay engaged with the customer until his/her complaint is satisfactorily resolved.
5. Write a report on the complaint and your closure for future retrieval
Once the meeting with the customer is over, it is important to document the customer’s complaint and your closure of the same for retrieval by any of your colleagues if the customer comes up with a problem again. This documented report also helps your company to improve its product or service, modify customer instruction booklets or even change contract conditions.
