What to do? Actually, quite a lot!
If you’ve been in business for any length of time, you’ve probably received a call or two from an angry customer. You know the situation: you answer the phone, immediately hear a frustrated tone and either feel a pit in your stomach or being to feel yourself tense into defensive mode. Here are a few insights on how to handle angry customers:
- Remain calm and composed
- Listen and ask for details
- Be empathetic (it is something you are familiar with, but might be the first time your customer is experiencing something like this)
- Let them know what you can do NOW
Remember, anger is situational (not personal) and, if handled well, can solidify a client relationship. These are just a few tips, but many more can be found at How to Deal With Angry Customers, including how to respond on the phone, via email and even live chat.
Today’s Marketing Minute is brought to you by Bruce Chapman, J.D. Chapman Agency.
Image by Steve DiMatteo from Pixabay