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Dealing with angry customers
Dec 27, 2011
One of the scariest things a business owner faces is taking a call from an angry customer. As a culture that is averse to social embarrassment , it is often hard for Filipinos to face these kind of transactions. Thus, some choose the easier path by putting off handling the situation, or worse they handle it inappropriately.
According to Tom Hopkins of sales training firm Tom Hopkins International , postponement doesn't make the problem go away but only results in two conclusions; either the angry client decides the problem isn't worth the aggravation and cools down, or the client gets so angry that the next time that it makes them seek legal action.
HOW TO TALK TO AN ANGRY CUSTOMER
In these difficult times, losing even an irritating client is a bane to business. With company reputations now one of the measuring sticks customers gauge service providers, it is prudent to keep clients you have satisfied with your product or else. In a country where word of mouth is still a strong mode of passing the message, you should watch out for angry customers spewing dirt about your company.
How does one deal with an angry client? If your company's good standing means anything to you, you should at least try and talk to the aggrieved party face to face.
Hopkins, a sales training professional, shares some of his tips for resolving client disputes.
1. Acknowledge the other person's anger quickly. "Nothing adds more fuel to someone's fire than having their anger ignored or belittled. The faster you verbally recognize their anger, the better," Hopkins says.
2. Make it clear that you're concerned. Hopkins tells managers: "Tell them you realize just how angry they are. Let them know you're taking the situation seriously. Make notes of every possible detail they give you,"
3. Don't hurry them. Being patient with an angry call and not interrupting them when they speak up is a good way of waving the flag. "In many cases, the best move is to simply listen. They'll wind themselves down eventually. In some cases, they'll realize they blew the situation out of proportion and feel foolish for it. They're then likely to accept nearly any solution you offer" Hopkins said.
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