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Learning to deal with irate customersIf you deal with customers in any context, chances are good you've probably come across an angry or irate one at some point in your life. And when you have a pile of things to do on your desk that just keeps getting higher, the last thing in the world you want to be doing is getting an earful from an angry customer who just wants to vent. But because your customers are crucial to the success of your business, it's important that you handle their complaints in a friendly and efficient manner. The following tips will help you learn to deal with irate customers in a way that helps you solve their problems:
1. Let them vent. A lot of times, customers will call without a specific problem in mind, they are just frustrated and are taking it out on you. They may not even know what the problem is. That's why it's important to let the customer vent. Experience shows that the more you try and argue or reason with someone who just wants to vent, the more worked up they will get. A customer who is angry and venting will eventually lose steam, and then you can get the problem solved and get off the phone. That's why it is so important to let them vent. Keep in mind that most times they are not mad at you; they are simply frustrated with a situation. Learning how to deal with irate customers is simply part of being in business. While it can be frustrating at times, it's important to remember that they are the reason you have a business. By letting them vent and addressing their concerns, you can keep your customers and your business. |
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