by Bridget Webber

Created on: September 11, 2007   Last Updated: June 13, 2009

So you have an angry customer. You want to come out of the situation having satisfied them and not made yourself or your business look like a fool in the process. More than that you want to turn around the situation and have them as a regular customer who praises your business rather than berates it. So what do you do?

1,Firstly stay calm. However angry the customer is, however much they rant and rave do not join in as you will inflame the situation.

2, If the customer is making a scene in public then invite them to come to your office, or somewhere out of the public view, in-order to sort out the situation. Others who are listening may get a negative idea of your business from witnessing the event.

3, Offer them a seat and a cup of coffee and let them talk until they have calmed themselves down a little by verbalizing their grievances. By giving them this time and attention you are showing them that they are important to your company. Most customers who are angry feel this way because they believe that they have been over-looked or taken for granted in some way.

4, Do not interrupt their rant. Just let them get it out of their system. This also gives you time to assess the situation and think about what the facts are. If you can see that your company has been negligent or has treated the customer unfairly then it will be obvious to you as to what to do. Apologize. Most people will calm down immediately if you admit that you have made a mistake and that it was unintentional. Offering a refund should only come if the customer refuses to accept your other, brilliant offer. This offer should include a better deal than they were going to get in the first place had everything gone to plan. Don't, however, go over the top as what you are offering should just be a sweetener, rather than a loss for your business. By getting them to accept your offer you will have kept them as a customer.

5, If you really cannot see what the customer is saying and truly believe them to be in the wrong then say that you are sorry that they are having a negative experience and that this grieves you. Explain calmly the situation from your businesses point of view. Be brief and impersonal and polite at all times.

If this person still goes away miserable and complains to friends and relatives about your company then do not take it to heart. Such a person will be well understood by his relatives and friends. They will know that he is difficult and perhaps even that he usually causes problems. This type of incidence is unlikely to affect your business.

As long as you are professional, above board and polite such customers are unlikely to damage your reputation.

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