5 secret steps to soothing an unhappy customer
Dealing effectively with an angry customer requires special skills and behaviors. To help you maintain calm when customers are upset, Lydia Ramsey, a relationship marketing expert and the author of Manners That Sell: Adding the Polish That Builds Profits
- First listen, and listen closely. If you don’t fully understand why your customer is upset, you’ll never be most effective in solving the problem. Often, people just need to vent and have someone listen. Let your body language show sincere concern. Use eye contact, lean in toward the other person and use appropriate facial expressions that show you’re interested.
- Always say “I’m sorry.” It doesn’t matter whose fault the problem is, upset customers just want to hear an apology. Even if you didn’t make the mistake yourself, you should take responsibility as the representative of your company. Your willingness to be accountable will have a lasting, positive effect.
- Feel the customer’s pain. Show people that you know why they are upset. A simple and honest statement can validate your customer’s emotions, and it shows that you are not confrontational. Remember to match your tone to your words.
- Take blame. Let any upset customer know that you will do whatever it takes to make things right. You can’t turn back the clock, but you can come up with a solution to the problem or find someone of authority who can.
- Outline an action plan for remedy. Tell the customer exactly what you will do — and when — to fix the problem. Offer something extra or unexpected, such as a bonus of some sort or waived fees. When you treat people with kindness, courtesy, and respect, they will appreciate you and your company.
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