It’s hard to keep all your customers happy. One way or another, you will have one of those unguarded moments when you will have to deal with an irate customer. How do you act in these uncomfortable situations? Here are tips from young entrepreneurs: (Read full article source.)
How to handle irate customers:
1. Demonstrate empathy.
You have probably heard a thousand times that to understand another person, you need to be in his shoes. The same formula works exactly the same way with your customers. Kelly Azevedo, founder of She’s Got Systems advises:
“Understand why your client or customer is upset before providing any solutions. Empathize by putting yourself in their place and understand how they were confused, disappointed or frustrated.”
2. Don’t play the blame game.
In psychology, the term “rationalization” refers to a semi-adaptive defense mechanism by putting the blame on something or someone when the person’s ego is at threat under certain situations. Well, trust me, in business, you have to shove aside your ego when dealing with your customer who is venting out dissatisfaction over your product or service. You need to take responsibility by not pointing fingers at anyone.
“Instead of focusing on who is at fault, just focus on making the situation right for the customer”, says Josh Wiess of Bluegala.
3. Engage offline.
Often you receive advice to act more professionally. This is the best way to win your customer’s trust. But how do you demonstrate in a situation where your customer is nagging out his complaint online?
“It’s so tempting to want to acknowledge, better understand or fix a complaint online. While you certainly want to address the issue for the customer — so that the complaint is a footnote rather than a reoccurring theme in your online profile — you don’t exhibit professionalism when you handle your business in an online chat forum. Get the customer’s contact info, then take it offline”, admonishes Alexia Vernon of Alexia Vernon Empowerment, LLC.
4. Transform your costumer into your business advocate.
An act of kindness goes a long way in changing your angry customer to an advocate. Whenever a customer complains, make every effort to address his needs. As Louis Lautman from the Young Entrepreneur Society says:
“Many times, your angriest client can become your best advocate. Chances are good that you can make them happier then they were before their problem. Angry clients need help, and you need to give it to them to make them happy. You may have to invest some more money or time, but the payoff will be worth it for you in the long term.”
5. Give in to the demands
Have you ever purchased a product and later requested for an exchange because you weren’t happy with what you got? How did the management deal with your demand? If you are in a retail business, you need to anticipate that there’d be a time whena client returns to your shop to ask for an exchange. What do you do? Sean Ogle of Location 180, LLC tips:
“If your customer is furious and wants a refund, give it to them. If they want to exchange a product, let them. If they want to talk to your boss, hand over the phone. Any minor inconvenience or money lost will pay for itself tenfold over the life of the customer when your good service turns them into someone who is raving about your business.”
Your customers are your business treasures, so go easy on them. It is quite obvious that you need to take care of them. Customer relation is extremely important, and taking some of the tips above, you have something to handle when you will have to deal with an angry client.