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When Customers Get Angry

The 'customer from hell' is something most service team have experienced at one time or another.  They're red faced and angry, and refuse to accept anything other than a 100% capitulation by the party they perceive as guilty.  Angry customers are a fact of life and any business that hasn't developed a strategy to handle them is simply waiting for the time bomb to explode.  Thankfully, there are ways to deal with this kind of customer that will defuse the situation and pave the way for customer retention instead of alienation.  Imagine that you're the person confronted by a 'customer from hell'.  Here's what you do:

1. Start by deciding within yourself that you will stay calm and find a solution. That way, at least one of you isn't emotional and both of you are working for the same end.
   
   
2. Put yourself on the customer's side of the fence.  Something has made them angry.  Try to see the problem from their perspective and communicate to them that you're seriously concerned about their being upset.
   
   
3. This does not mean immediately admitting that the business has made an error; once you do that there's no recovery from a losing position.  But do say something like " I know you're very concerned about this and I'll do all I can to help you".
   
   
4. Get the full story.  What actually happened?  Your questions will show you're sincerely interested in getting to the bottom of the problem so make sure you get the complete picture.  Be careful to avoid any impression that you're 'interrogating' them though, or trying to find fault with them.
   
   
5. Check the details with the customer by repeating the situation as you understand it and get their final agreement that the facts are correct.  Make notes if you think the situation is serious enough to warrant it.
   
   
6. Consider all the information in light of the business' policies, any warranties or guarantees that may apply, and prevailing consumer legislation.  Most of all think of what it will take to make this customer happy with the business again.
   
   
7. Propose your solution to the customer and gain their acceptance.  It might not happen right away, so keep working until it does.  Be sure that you have reached an agreement by asking: "Will that be acceptable to you?"
   
   
8. Implement the solution as soon as possible.  If there will be any delay, set a date by which it should be finalized and make sure it is.
   

You can now see why it's a good tactic to empower your customer service people with the ability to resolve such issues by themselves.  Nothing's worse than making the customer wait for 'the manager' to arrive.  Wherever sensible make it possible for the salesperson to also be able to deal with customer complaints.  It's also good practice to build into your complaint resolution system a follow up with the customer a few days later as a goodwill gesture.  This will be a reminder that you value their patronage and a reassurance that you're looking forward to seeing them again.