Employing the right strategy can defuse an angry customer.
An angry customer in your store is one of the worst problems a retail establishment encounters each day. How you handle this situation will determine if the matter comes to a successful conclusion. Whenever a customer comes in angry, following a few steps will go a long way toward defusing the situation.
Instructions
1. Identify the problem. Without a good working knowledge of the problem, you have no chance of providing resolution.
2. Empathize with the customer. Do more listening than talking, conveying that you understand how he feels, even if you disagree. A customer wants to feel understood, which will go a long way toward solving the problem.
3. Concentrate on the solutions truly at your disposal. Do not focus on what you cannot do, because this will agitate even more. If you keep a positive attitude and explain your options, the customer will often choose from those options.
4. Bring in your supervisor if an angry customer demands more than you can deliver. Politely excuse yourself and explain that you will bring this problem to the attention of your supervisor to see if something can be worked out.
5. Deliver on any promises or solutions in a timely, friendly way. Many times when the customer "wins," the associate will carry out the solution in an irritated fashion. Do not give in to this temptation. Apologize for the inconvenience and ask for the customer to come back again.
