Customers who walk away from a business transaction upset or angry can be the proprietor’s worst nightmare. However, by practicing the following tips, a business might be able to turn that displeased customer into a loyal follower:
Listen To The Issue At Hand
Angry or unsatisfied customers often want to vent their frustrations. The business owner or staff member who receives such an individual is advised to stop, listen and take the time to understand the offending issue. The problem, regardless of how large or seemingly insignificant, should not be dismissed, minimized or simplified.
Step Into The Customer’s Shoes
Business owners, representatives or employees are strongly urged to show compassion when interacting with an unhappy client. Many people have heard the adage, “put yourselves in someone else’s shoes” This applies to appeasing angry customers. The business’s interests should attempt to understand how they would feel if the same incident happened to them. Displaying such care might convince the customer in question that the entity truly values them on a personal level and does not take their business for granted.
Sometimes, a simple apology touches all the right nerves. Apologizing demonstrates to the customer that the entity in question has erred and shows a willingness to acknowledge this mistake adversely impacted the customer.
Accepting responsibility often goes hand in hand with apologizing. By assuming fault, the business is reinforcing their understanding that a mistake was made and a customer did not receive the goods or services they expected to.
Always Remain Calm
When dealing with an upset customer, the business’s interests should always remain as calm and professional as possible. This advice applies even in cases when the customer is displaying negative emotions. Reciprocating frustration with frustration might convey an attitude of irresponsibility or indifference to the customer.
Attempt To Rectify The Situation
Whenever possible, the entity should attempt to rectify the situation. Such action might be accomplished by offering the customer a refund, allowing exchanges to be made or offering pronounced discounts for goods and services to be used at a later date. After an attempt at foxing the situation is made, the business’s interests are encouraged to follow up.