Defusing Angry Customers

Posted by Marcel Sim under Customer Service,
June 19, 2007

BusinessWeek: If you sell almost any type of product, then you already know that despite your best efforts at managing service and inventory, clients will be displeased from time to time. But don't simply accept ongoing dissatisfaction as an inevitable part of doing business. Instead, work at improving how you deal with customers whose experience has been less than satisfactory. It could mean the difference between losing customers permanently or keeping them satisfied—maybe even more committed to doing business with you. Here are seven keys.

1. Always acknowledge the customer's problem.
2. Ask the customer what you can do to make her feel better.
3. Tell your customer that you want to record all the details of the mistake so you can share it with everyone within your company to prevent it from happening again.
4. If the customer has been getting the runaround, and you are still not the person who has the answer, tell the customer that you will find out and call her back.
5. If you can, provide the customer with your name and contact number so that he may call you in the future if issues arise.
6. Never say "It's our policy."
7. Never blame your company or someone else in your company.

Dealing with Angry Customers [BusinessWeek]

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