Knowing manage angry customers is critical to effective service.
If you deal with customers regularly, you know they're not always going leave happy or satisfied. Angry customers end up taking their business elsewhere, and might even deter other potential customers from seeking your services. That's why it's critical to take care of the problem as soon as possible. Knowing respond can help you keep that angry customer from leaving, and might even bolster your relationship in the long run.
Acknowledge the Problem
Always assume the customer is right -- even if his complaint seems overblown or impossible. Arguing will only heighten the customer's anger. You don't necessarily have to agree with him, but you can empathize. A good tactic is to say something like, "I'm sorry for the troubles you had to go through. I'd be upset if that happened to me, too."
Take Responsibility
It doesn't matter if you weren't the one who caused the mistake. If the customer is bringing the problem to your attention, it's your job to solve it. You can apologize for the experience she had with your company, and promise to do your best to resolve the issue so she leaves happy. You might need to work with colleagues or managers to reach a resolution, because passing the customer off to another person or department will only make the customer angrier.
Ask What You Can Do
Pacify angry customers by asking them what would fix their problem, or at the least, make them feel better. You can ask them questions such as, "Is there something I can do to improve the experience you've had with our company?" or "What would it take to get this situation under control?" This way, you're putting the customer in the driver's seat. After he's stated what he wants you to do, repeat what he's asking for in your own words, and ask whether that would indeed fix the problem.
Follow Up
Once you've promised the customer you will address the problem, prove that you're committed to doing so. You might give the customer your name and phone number in case any issues arise in the future; this can help you strengthen the connection you have with that customer. Or you could call or send a postcard letting her know what actions you've taken to correct the problem she experienced. Following up after some time has passed will show your appreciation of that customer after her anger has dissipated.
