How to Deal with Angry Customers
How to Deal with Angry Customers - http://www.jaminjosh.com
I'm sure you easily remember your last Big sale, or successful sales pitch! But, you will always remember the first time and last time an Angry customer laid into because of some issue their blaming on You! In most cases when dealing with an angry customer, we try to of course to resolve the problem asap. BUT, if you strategically handle the situation following a few simple steps the "Angry" customer will turn into your best friend and ultimately into referrals. In many cases you will run into bumps with new customers ironing out details and solving problems, see solving issues as reinforcing your value in your customers eyes.
In many cases we are blamed for situations that are out of our control or really were the customers fault. BUT, how you deal with an unhappy customer determines future referrals and the longevity of the relationship.
Often times just listening and hearing your customers out is enough to remedy a situation gone bad. In this video we are going to give you 3 ways to take a bad situation and make it into a positive outcome.
First step: Don't over react and never get emotional about the situation. There is always a resolution to every problem. Show the customer confidence that you will find a resolution to fix the problem. Being defensive will only make you look worse.
Second step: Be honest, don't lie. We are hardwired to FEEL it when someone else is lying. If you or your company are responsible for the mishap. Own it. Don't hide. It WILL benefit you in the long run.
Third and last: Listen and give a guarantee. When the customer is finished ranting, give them a guarantee of how you will fix the problem. For example "I guarantee the project will complete in time because I will oversee every detail myself"
- Don't over react or get emotional.
- Be honest, don't lie about what mistakes happened.
- Listen and give your customer a guarantee to fix the problem.