Business owners get to face unhappy customers almost on a daily basis. While it is far easier to turn happy customers into loyal ones, angry or unhappy clients need to be dealt with carefully. They can go ahead and talk bad your business or leave negative reviews. If you want to know how to get reviews and that also positive reviews, the focus should be on building a better relationship with the client. So, in this article, we are going to discuss how you can deal with angry customers. Let’s begin!
Adjust Your Mindset
Keep in mind that the customer is always right. No matter whose fault it is, look at the situation from the customer’s perspective. If the client is unhappy, you simply have to do what it takes to change the situation.
So, you should change your feelings and views about the situation. Even if it is the customer’s fault and they are providing unfair criticism, you still need to be on the defensive side. Keep in mind that your customer is unhappy and the majority of the pressure is on you to change the situation into something better.
The reason is that when a customer is angry, even some regular terms and phrases can reignite the fire. So, you will have to be calm and ensure that your customer does not flare up or leave happy knowing that you handled the situation like a professional.
The next important tip is listening actively to unhappy customers. Know that when a customer is angry, all they need is to be heard and want an outlet to release the pressure. But if you try to counter the pressure by arguing, it won’t help the situation.
For instance, you can simply start with a statement saying “let’s go over what happened” and the customer will most likely follow you. At the same time, let the customer share their story. Do not try to jump to conclusions right away. And, do not plan out what you intend to do while they are explaining the situation, this isn’t active listening.
Repeat Their Concerns
Even though it is a simple trick but does a lot in terms of calming down the angry customer. While communicating with your client, you should repeat their concerns, which shows that you are trying to identify the problem. As you are trying to, ask the customer questions like “Have I understood the situation correctly?”
Repeating the problem shows the customer that you are listening, which helps lower stress and anger. And if you were to come to an agreement with the customer during the process, then nothing better.
Be Empathic And Apologize
Once you have identified the problem and realized the customer’s concerns, you should be empathic. This means that you should show your customers that you understand why they are upset. Make sure your body language indicates the same. Do not try to act as it can clearly show that you are just doing it as a formality.
Simply tell your customer that “I understand why you are upset and I would be too in the same situation, so, I apologize for not offering the service you expected in the first place”.
Present A Solution
Now that you have understood the concerns of your customer, it is time to present a solution. If you feel that presenting a solution to your customer will make them happy, do it. And if your customer does not agree to solve the problem on the spot, you should hand over things to them to resolve on their own.
The reason is that when a customer realizes that the ball is in their court, they are more likely to calm down. They will try to solve the issue just the way they like. At the same time, do not argue with your customer or do not try to correct them midway.
Let them discuss their idea and once they are done, tell them if it is possible or not. If not, simply tell them that “we can work on another solution together”.
In the end, as a business owner, it is your responsibility to reduce the risk of the situation flaring up and leading to negative feedback. Consider the tips mentioned above and always think from the customer’s perspective. When they are satisfied, their reviews will be positive encouraging other to leave feedback as well. So, you’ll generate reviews by dealing with unhappy customers correctly.