Don't React to Angry Customers

It's been a long, hard day; things have been very difficult and then you get that angry call from a customer. She's got a problem which hasn't been fixed. She yells at you and also says that you are inefficient. You know you are doing your best.....

• Don't lose your cool. You do have the picture that relaxes you on your table, don't you? It could be a family member or it could be a picture of a wonderful vacation that you have taken recently.
• Tell yourself that the customer is angry with the situation and not with you.
• Calm yourself down and force yourself to smile.
• Empathise with the customer and listen to her with an occasional, “We're sorry," or “We'll look into it immediately," so that your customer understands that you are taking her problem seriously.
• Once she is through, thank her for calling to complain and say, “We are really sorry about it. We will fix the problem immediately."

Just as it is not pleasant for you to hear the customer yelling, it isn't pleasant for the customer either. Think about that. She only wants her problem sorted out!