| Have you ever encountered an angry customer and | | | | Don't respond in the same tone that the customer |
| you had no idea where that anger came from? Many | | | | uses. Don't yell or be rude. Be an actor and use a |
| times the customers' anger did not start with you. | | | | calm even voice. Yelling back will only fuel the anger |
| People often accumulate anger. For example, their | | | | and give him a reason to make a personal attack on |
| day got off to a bad start when their alarm clock | | | | you. Never tell him to calm down. This will only make |
| didn't go off, or they ran into a traffic jam and they | | | | him more upset because it gives him the feeling that |
| were late for work and had to face an irascible boss. | | | | you are discounting what he is saying. |
| They may even have been fired. By the time they | | | | 3). Diffuse the situation and commit to solving the |
| speak to you they may have accumulated an | | | | problem. |
| extremely high level of anger, and now they direct | | | | The key to diffusing the situation is agreeing with the |
| that anger towards you. What do you do when that | | | | customer. Play the role of an actor, and remove your |
| happens? How do you deal with an angry customer? | | | | personal feeling. Calmly agree and then give him a |
| The best way to deal with the customer is to think | | | | specific set of actions that you will take to |
| of yourself as a performer. Become an actor and | | | | effectively solve the problem. In most cases this |
| remove your emotions from the equation. Then use | | | | works. |
| the following principles to deal with the anger, solve | | | | 4). End with a statement of gratitude. |
| the problem and turn the anger into customer | | | | Again, being the actor, thank him for having been |
| satisfaction, and the customer into a calm and loyal | | | | your customer and for allowing you to fix the |
| customer: | | | | problem. |
| 1). Understand that the customer is not angry with | | | | Therefore, the next time you meet an angry |
| you. | | | | customer, become an actor, remove your feeling |
| Most of the time, the anger is an accumulated anger. | | | | from the situation, be calm and concentrate on |
| Therefore, don't take his words personally. He just | | | | diffusing the problem. You can turn the customers' |
| wants to be listened to. He wants empathy and | | | | bad experience into a positive one and turn an angry |
| understanding. | | | | customer into a happy customer who will speak |
| 2). Respond in a calm and even voice | | | | highly of you to others. |