Upset customers are a hazard of many jobs.
Many jobs in the service, retail and hospitality industries include customer service. Interacting with customers can be rewarding, but also difficult. As a representative of your company, you may be targeted by a customer who is upset or angry. When this happens, retain a professional, courteous demeanor during your interactions and not let a customer rile you up.
Instructions
1. Greet the customer in a polite, friendly way and actively listen to the customer's grievances. Acknowledge his distressed emotional state. A customer will know when you are only paying him lip service and could become more frustrated.
2. Show the customer that you've been listening by paraphrasing her problem and asking if you've left out any details. Use the customer's name, if she provides it. Keep your voice friendly and calm.
3. Count to 10 or take a series of deep, steady breaths if you become upset. Do not allow the customer to rile you up. Remain calm, stay in control and do not become defensive, aggressive or angry.
4. Apologize sincerely for the customer's upset emotional state. Regardless of whether you believe his emotions are your responsibility, it will help to calm the customer.
5. Ask the customer questions about her problem and get as much information as you can from her. Suggest courses of action and offer whatever help you can. If you cannot fix her problem, apologize and explain why.
6. Ask the customer if you have satisfied his grievance and if there is anything else that he needs from you. If not, bid him goodbye and thank him for his feedback.
