From time to time, you will have to deal with a customer or client who is very upset. No matter who is to blame, it is always important to keep a few principles in mind to improve rather than deteriorate the situation with the customer. Here are some customer service tips for dealing with an upset customer:
- Stay calm. Try to remain diplomatic and polite. Getting angry will only make the customer angrier.
- Try to see things from the customer’s point of view. Perhaps you would also feel upset if you were in the same situation.
- Thank the person for raising the concern and do it sincerely. Emphasize the importance of satisfied customers to you and your organization.
- Listen for understanding. Sometimes the irate caller just wants someone to listen to their story, even if you are unable to help them.
- Ask questions to get their facts and feelings. Listen to learn rather than to prepare your response. Don’t respond too quickly.
- Find points of agreement with their concerns. Establish common ground to show the person you are listening.
- Always show a willingness to resolve the problem or conflict. Make the conflict resolution seem as easy as possible.
- Be genuine and show your personality. Respond as an understanding friend rather than by citing policies.
- Be firm but understanding with your answers.
- As a last resort, offer to have your supervisor talk to the caller. Your supervisor may say the same things, but sometimes hearing it from someone else has a positive effect on the customer.
For more tips, please visit Dale Carnegie’s Customer Service Tips section or explore Dale Carnegie’s customer service relationship management training.