Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops, we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, […]
Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.
In our customer service training workshops, we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers. You’re not trying to win an argument. You’re trying to win the customer. Furthermore, you’re trying to restore their confidence so they continue doing business with you in the future.
So, with that in mind, here are six ways to handle angry customers:
Keep in mind that there are exceptions to most rules. To that point, there are just suggestions that, when used properly, will work. The goal is to manage that angry customer and end the conversation with the sense that you’ve not only fixed their problem or managed their complaint, but also proved to them that they made the right decision to do business with you. The ultimate result is when they know that if there is a problem, they don’t need to be angry. They just need to call and ask for help.
https://youtu.be/ZXH_HTEpqOU
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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