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When dealing with a difficult or angry customer, understand that you have the capacity to bring the situation under control through your words and actions.
Throughout the years I’ve spent in customer service, I’ve learned to establish an attitude and a routine in order to maintain the customer’s business and the company’s good name.
Keep your cool.
First of all, don’t take a customer’s treatment of you personally. Ignore comments meant to patronize or belittle you. Often a reaction is exactly what he or she is gratifyingly trying to achieve in order to validate wrong and place blame. Don’t bite.
Although a customer may be angry or out of control, don’t let his or her behavior influence your own. Keep your reactions cool and controlled. Think classy. Think professional.
When the situation escalates
Most often, a difficult customer is an irate customer. There are a few things you can do when facing a situation like this.
- Lower your voice. Generally the customer will follow suit.
- Listen. Acknowledge the validity of the customer’s complaint.
- Sympathize with the customer’s situation. Use words such as, “I understand”.
- Use your body language to show that you sympathize. Lean forward, tilt your head, and nod. Even the minute details of your facial expression will express concern.
Become an advocate for the customer
Fess up to any mistakes that have been made. By refusing to acknowledge mistakes, you will only further frustrate the customer. Even if you are not in the wrong, it can be helpful to apologize for the situation.
Position yourself as an advocate for the customer. Research and resolve the problem as quickly as possible. Do not transfer him or her to another department or employee. The customer will only become more frustrated when repeating the problem.
Establish a team approach with the customer. Use the word “Let’s” in conversation: “Let’s talk about what happen” or “Let’s figure out a solution”.
When the customer leaves, the situation should be resolved. If the situation is complicated, he or she should understand the specific steps that will be taken in order to resolve the problem. Don’t let an angry customer out on the loose.
After difficult customers have left, shake off the negative vibe they’ve brought with them. Sometimes this may mean taking a short break in the back room and letting off steam. Don’t let the situation ruin your day or affect your coworkers and other customers.
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