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How To Deal With Angry Customers

23 February 2007 No Comment

Did that ever happened to you?
You talk with a customer (be it on the phone, or by email), an unsatisfied customer, i’d almost say an angry customer… ok, wait… a customer that is angry as hell!

Then all of the sudden you say something (you always stay calm because you are a profesional of course!), then that angry customers calms down, and ends up keeping his or her service/product/whatever, and is totally satisfied!

Woah! How did that happpened?
What did you say hat made that angry customer sound like the nicest dude on earth?

What is the psychology of that? I mean that customer was pissed off! Really!

Here are some guidelines on how to handle your customers (stuff i learned working in sales and marketing in the offline world, that i think can be applied in the online world as well)

  • Stay calm! (always!)
  • Be polite (thank you sir, please…etc…)
  • Always use positive words! (never use words like: problem, issue, hard… instead use words like: solution, help, taking care)
  • Listen to your customers, don’t interupt, they are the one in need of help, and you are there to help them, so listen carefully.
  • Don’t panic! Ever! (it shows in your tone of voice or in your writing)
  • Repeat his/her name, if on the phone, repeat at least 3 times, if emailing it’s fine in the intro and at the end (something like: Mr.Whatever, thank you for your business)
  • Your customers want their problem fixed, and want someone who will listen to them, and hear their complaints, so listen and help them fix the problem.
  • Show your customers the benefits (of your service/product) and then talk about the features, your customer don’t care about the features, your customer cares about the benefits! So.. “benefits”, and then “features”! (learned that from Perry Marshall)

    • So that’s my little list of things to keep in mind while dealing with angry or unsatisfied customers. Of course you can apply any of this, or all, when doing business with nice customers! :)

    They will simply appreciate your efforts and your dedication! Which will most definatly lead to a longer-lasting business relationship.

    You can also refer to my other post about personality types, to get more infos about what to do in certain situations by understanding your customers personality type, because every customer will react differently to what you say, so gotta make sure you know what kind of customer you have on the phone, or send an e-mail to . Understand those basic principles can help a lot with your business, online and offline!

    Come on! Join in the fun! Reply with your comments and share your experiences! Make this interactive!

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