In our previous blog post, we discussed some general ways in which you can address upset, unsatisfied, and irate customers at your company. While it would make most jobs easier if there were only two ways to resolve a scenario with an angry customer, there are a few other things that you need to do to make sure the issue is settled. Here are a few different ways in which you can help to make an unhappy customer feel at ease, and hopefully turn them into someone who will return to your business for years to come.
Do not take it personally – During a moment of tension with an unsatisfied customer, it is easy to take the harsh words they are saying personally, especially if you are your business’ owner and operator. While your first reaction might be to snap back at the customer’s negative feedback, it is important that you do not take what they are saying to heart. It can be easy for someone to say something rotten over the phone, through an email, or even in person about your services, but they are most likely frustrated with the situation’s outcome and not you as a person. Try not to internalize their comments, but still do your best to address the concerns they might have about the work you have done.
Be conscious of your tone, body language, and facial expressions – When you are confronting an angry customer, regardless if you are doing so via phone, social media, or face-to-face, make sure you are aware of how you are coming across. From the tone of your voice or writing to the reactions your face is showing as they are explaining their problem, make sure you keep it in check. Even if the conversation is happening virtually, it is vital to make sure that you are coming across to the customer as sympathetic, understanding, and willing to help them fix their problem.
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