How to Handle Angry Customers

Understand The Complaint  Remain calm  Adjust your mindset  Don’t fight back

Listen Actively  Give the customer undivided attention  Listen for answers  What made them upset  What do they want  What can you do

Sympathize  Show empathy  Show you are trying to help  Be understandable

Apologize  Be genuinely sorry this happened to them  Can go a long way  Hopefully the customer will cool down  Obtain management if need be

Moving Forward  Offer a solution or solutions  Make the customer happy  Give out any deals

Ask For Feedback  What would he/she like to have done  Is there an outcome to make them satisfied  See that it gets done

Take Action Immediately  Ensure problem is resolved  Don’t put it off  Give out contact info if wanted

Follow Up  Give the customer a call  Is everything going smoothly  Go the extra mile

Positive Effects of Good Customer Service

Loyalty  Ultimate goal of customer service  Give respect get respect  Customers feel appreciated

Word Of Mouth  Happy customers  Spread positivity  Best form of advertising  Can spread like crazy

Profits  Customers are coming back  Investing more into the business  Allowing to further in growth

Spend Less On Marketing  The business will be more well-known  Save money

Better Work Environment  Customer service begins with you  Internal customers want to come to work  Employees feel acknowledged/comfortable  More responsibility in the business

Enhanced Efficiency  Primary goal for a business owner  Increased customer confidence  Employees will feel like winners if they know they’re doing a good job