How to deal with an angry customer, how to deal with an angry customer

How to deal with customer dissatisfaction.

1) Calm customer sentiment.

For example, when a person is angry, it is like a balloon full of air, it is difficult for you to pick it up with one hand, and you can only use it if you release the qi in your body. Therefore, the way to calm the customer's emotions, let the customer talk, and explain it later.

2) Problem solving.

Try to get out of the service area and be aware of the impact on other customers.

Make customers feel comfortable and relaxed.

Be kind to each other and let customers vent their anger.

Show understanding and concern, and take notes.

If there is a mistake, admit it immediately.

Make it clear that you take responsibility for solving problems for your customers.

Work with the customer to find a solution.

Be aware of the impact on other customers.

Ask your boss to come forward if necessary.

3) There are some things that should never be done:

Arguing, arguing, interrupting each other.

Reject the customer outright.

Criticize customers, emphasize what is right about themselves, and do not admit mistakes.

Indicating or implying that the customer is not important.

Believing that the complaint, complaining is personal.

The language is vague, and Tai Chi is played.

Doubt the honesty of customers.

Blame and criticize your colleagues and confess your achievements.

Pretend to be concerned. Liability is held before the facts are clarified.

Procrastination or concealment.

Use negative and negative words.

Treat angry customers and teach you 7 ways to be happy with anger! During the sales process, you may encounter an angry customer, and an angry customer will make you very upset. No matter how polite and patient you are, he will beat his chest and get angry at you.

It is common to see that there are mausoleum petitioners, customer complaints, etc., and businesses are sometimes helpless in the face of customers' anger, and there will be many people who do better products, and they will gain favor and hardcore fans in customer petitions.

When dealing with an angry client or petitioner, there are a few tips to help defuse the anger.

The first is to lower the center of gravity, and in the face of the angry person, first of all, let him sit down and calm the anger. People are particularly prone to anger when they are hungry, so first ask the customer to sit down and offer him a little snack or candy to provide him with energy and reduce his anger.

The second is to have empathy and be a good listener. Listen carefully to the process of patting Wang Zai and his appeals, and have a positive response in the process of listening, oh, that's right, there are still such things happening.

The third is to apologize. It's not that I'm sorry for apologizing, I'm just sorry for his experience, and I feel sorry for you to have this bad experience.

The fourth is gratitude. Gratitude is more important than apologizing, and gratitude allows the other party to change from negative and antagonistic to positive and interactive, standing on the same front to solve the same problem. Thanks to the customers for giving us suggestions and allowing us to keep correcting.

The fifth is to build cooperation. Ask the other party to do a little favor, hand a pen or tissue, the other party does not have it in his hand, you can pretend that your pen has been dropped, let him hand it over, in short, let the customer establish a cooperative relationship with you.

The sixth is to solve the problem, so to speak, I have a suggestion, you see if it can be solved.

After facing an angry customer, never confront or fight back; Don't excuse yourself; Don't confuse the target; Don't be gussarous; Don't ignore the customer's emotions, and have a solution attitude of turning big things into small things and small things into small things. In the face of an angry client, the first thing is to solve his angry emotions, and only after solving the emotions can we establish a cooperative relationship to talk about how to solve the problem. It's the same in intimate relationships, when a boy faces a girl's anger, he first calms the girl's emotions, admits his mistakes, gives a small gift, goes to eat something delicious, and there is not much to do after calming the emotions.