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  • How To Deal With Angry Customers

    By CrysTelCall On Customer Experience Comments December 02, 2013

    How To Deal With Angry Customers
    Customers may differ from one region to the next, however regardless of where you’re from or where you work, you surely faced a situation where you wanted to break something in order to get something done.

    Everybody has a bad day every now and then and it is quite understandable. But how you as a company deal with this can make or break you, especially with all the social media outlets available nowadays. Maintaining your composure and focusing on the issues are key in resolving any conflict.

    We’ve previously wrote about how the customer is always right (link to 10 tips), and with that in mind any customer service representative should be able to spot an angry customer and try to convert any potential conflict into an opportunity, and this could be done by the smallest of changes in attitude or treatment can unlock the situation. By turning the situation around you can within minutes convert an angry customer to a very happy and loyal one.

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    A good example we apply at CrysTelCall is that we always acknowledge the customer and their problems, take responsibility for any action that led to a mistake and work as hard as possible to rectify it. By doing so we clarify to the customer that we are on their side and solving their problem would benefit both parties this helps in shifting the tone of the conversation from “me versus you” to “we’re both working together to sort it out”.

    It’s very easy for any of us to lose control when dealing with an angry customer but two things you have to keep in mind when doing so:

    Control your emotions and behavior. You cannot completely disconnect your emotions, however you can do your best to control them, by keeping in mind that the customer is always right. As long as they are in you can communicate without reacting, threatening, frightening, or punishing the customer.

    Be aware of and respectful of the customer. By avoiding disrespectful words and actions, you can almost always resolve a problem faster.

    Have you ever a situation where you had to deal with an angry customer? Let us know your comments below.

    Need help providing the ultimate customer experience for your business? Get in touch with us and we can help!