by Nel Chong

Created on: March 28, 2008   Last Updated: June 13, 2009

Have you been angry before? What was the first thing that you would do when things go wrong, or do not work as they were supposed to be? Would you vent your frustrations by shouting and banging something away....put the blame on the next convenient person? If today you are the customer, an angry one at that, who would you approach at the next minute? Obviously, the salesperson who had served you previously or whoever is available at the store!

To be blunt, customers may not always be right yet, as the frontline staff we have the responsiblity to make things right, would you not agree? No matter how long a volcano had erupted, it would still has to cool off. The question is: when? and how?

The first golden rule: never, ever, try to argue with an angry person. Let the customer pours out his grievances even if his voice is deafening your ears. And while he rambles away, listen attentively and show concern. Find out what is causing his anger!

Second rule: never find excuses for things happen. Through the customer ramblings and scoldings, by now there should be a certain degree of understanding of what has happened. Apologise and ask questions to clear your doubts about things that you do not understand. After which, once a clear picture is being painted, look for a solution.

When we understand the root of the anger, then could we solve the problem.

Being a retail staff myself, I could understand the stress of attending an angry customer. However no matter how angry a person is, at the end of the day, the customer just need one thing: how are you going to solve this now?

What would you do if your shoe does not fit your feet? Alter your feet size or get a pair of comfortable shoes? Customers liked to be pampered, whether or not their mood is as gay as spring or as black as thunder. Once they feel your sincerity and genuity in trying to solve their problems, they would feel less angered and you yourself will see how 'more approachable" they have become.

Deploying higher management tactic. There are times when after a few suggestions the customer is still not satisfied with your solutions, enhance your sincerity by contacting your manager for help. Your manager may give similar advice but somehow or rather, most customers felt soothed when you really bring their problems to another higher authority personnel. In a way, they felt more cared for. Indirectly, you are saying:'our company really cares about you'!

Remember, always put yourself in the shoes of the angry customer and try to understand his problem. Not all customers are unreasonable. Most of the time they just need some one to listen to and really show ways to help them. Even if at the end of the day some things cannot be solved, they would still walk away with a smile on their face.

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