Customers are of utmost importance to any company and to maintain a large number of loyal customers, one must know how to deal with the dissatisfied and irate ones. The following are the steps to take care of an irate customer.
Hear them out
An angry customer will stop at nothing until they have spoken whatever they want to, so you must hear them out. This will calm them down. While you are listening, keep making indications that you are taking in each and every word. Donât make the customer feel as if he is just talking to a wall. Allow and encourage them to express their opinion and do not interrupt them while they are talking. Once they have said what they want, ask them if they want to add anything else. This will make the customer think over what he has just said as an attempt to check if he has missed out something and in the process, he will realize how he has been talking to you. This will definitely help him calm down because they will feel that they have said enough and are now willing to listen to you.
Express your sympathy
To deal with an irate customer, you have to first imagine yourself in their situation. Step into their shoes and see how it feels from their point of view. Having paid some hard earned money, it must be painful definitely for the customer to see it get wasted, which is why he is breathing down your neck, you will have to accept this fact. Show sympathy towards the customer who is obviously dissatisfied and suffering, your sympathy will mellow him down. Give them hope that all will be set right and they will get their moneyâs worth. Make the customer feel that, even with the hordes of customers you have, he is still very important to you.
Apologize and take responsiblity
When a customer is angry, they may make rash comments and blame you for the product or service with which they are not satisfied. They have nobody to listen to them, hence they will be expressing all their anger on you only. Do not take these comments personally, but as you are the face of the company, you have to take responsibility. You must acknowledge the fact that the customer himself is not enjoying talking to you in such a fashion and is forced to do so. They are taking time out of their daily lives to talk to you about something that is affecting them adversely and is not their fault at all, you will have to appreciate this and respect this. Wherever possible, apologize profusely and let the customer feel that you are aware of the mistake and are accepting it, then only will he believe that you will help him further.
Enquire about the fault
It is very important to know what exactly is bothering the customer. It might be something very small that does not need any extensive rework and can be rectified by just following simple instructions. This can be conveyed over the phone or any other communication channel and will save both the customer and you a lot of time. You should know the fault of your product or service so that in future if you deal with such a problem again, you can handle it much faster. Note down all the points and faults the customer is saying for future reference. This will improve your efficiency, make the customer feel that you are listening and thirdly will help you make changes in your product or service so that this sort of problem is not encountered again.
Give them choices
When dealing with a problem, do not stick to a single solution unless there is no other available. Allow the customer to make a choice between alternative solutions so that they donât feel that they have no choice and are being forced by you. In such a case, they will cease to use your product or service and try to take it as a bad experience. When provided with a choice, the customer will feel that they have a say in it and will be happier. One of the best things that you can do when a customer is not willing to listen to any solution you are providing is to ask them what they would like to do. This would either totally disarm them, making them bow down and accept your suggestion or it may actually give you and your company a new idea which will help you in future.
