Thoughtful Thursdays - The Angry Customer

We have probably all encountered situations where our patience has been tested and we became an angry customer.

Today's thought is about how to deal with that angry customer.

If you have been an angry customer, how was your situation dealt with? Were you satisfied with the outcome or not? In either case you can likely learn from both scenarios as to how you might want to address the angry customer.

In my experience, the number one step is to listen to what they have to say - and I mean listen, pay attention, take a notes if necessary. Secondly, never interrupt the angry customer.

Allow them to vent and when they are finished, pause a few seconds before responding. They may still have more to say.

There is usually a good reason why your customer is upset. Whether you think it is a good reason or not, is not important at this time. Do not begin your response by being defensive, try agreeing with them. If you were in the same situation, would you feel the same way?

Ask them what you can do to make the situation better for them, and then do it, if you are able to. If you can not accommodate the request, negotiate a position that will satisfy their needs as well as your ability to implement the solution.

The acid test for you as a supplier of product and/or services to this customer is to have them continue to purchase from you. There are few things less desirable as an angry customer or more gratifying than having an angry customer thank you for helping them.

Good selling,
Richard