by Nicole Long

Created on: March 06, 2009

You get the feeling it's going to be an alright day, and that's when it happens. You can't barely introduce yourself and you're already being shouted at. "Don't you realize this ruined my life?" "I needed that today!", all familiar phrases that are in the common repertoire of the angry customer. It just knocks you right off your feet and deflates that tiny little bubble of optimism you were clinging to at the start of the day.

The average customer that calls with a complaint is usually patient and understanding, and then there is the angry customer. There are a few things you must know about this person. First, they aren't mad at YOU, they are mad at the situation. This customer most likely will lean a little to the irrational side, and it's important to never point that out to them. Dealing with an angry customer just requires a little patience and tact.

To begin with, make sure you remain calm. Don't ever let the angry customer rattle you or your focus. Sincerely let the customer know that you are willing and able to help them and that you want to resolve the problem for them. Do make sure you take plenty of notes and just listen. Don't interrupt, and let the customer finish venting before interjecting in the conversation. If you remain calm and pay attention by listening actively to what the customer is saying you will be much better served and so will the customer.

At this point you want to apologize and extend another offer of help. Restate the problem as you understand it and make sure what you heard is correct. Review any and all notes making sure to be thorough. If you need time, take it. It may make the customer upset at the time, but just reassure them that you want to make sure it gets taken care of correctly. After reviewing all notes, and when you fully understand the issue, offer a solution to the problem.

The customer at this point will either be very happy with the offer and solution or would like something additional to be done. If they don't accept, reevaluate the situation and see what more can be offered. Maybe you can offer a future discount or a little more in the way of compensation. You have to keep the company in mind also. Sometimes the customer's idea of what they will get is a little inflated. In this instance, you have to make a final offer and be very firm about it. Advise that anything else above that would require approval by a supervisor. Most consumers at this point, no matter how angry they are, will take the offer. The thought of having to explain the situation to yet another person is exhausting. And usually by this time, after they have finally been able to vent, they are more calm and reasonable.

This type of customer can be a bit daunting and can make you want to quit your job some days. The most important thing is to not take anything personally. They aren't attacking you, though it will feel like it. If it does ever get to a verbal attack, make sure you advise them that you will not tolerate personal attacks and if they would like to continue they will have to refrain from that kind of behavior. By remaining calm, focused, and assertive you can successfully handle the angry customer.

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