An angry customer will likely call today. Here are three ways to deal with him or her – and create a happy ending for everyone.
These tips come from customer service expert Peggy Morrow:
- Lower your voice and slow down. Do it gradually and the upset customer will (unknowingly) start to mirror the calm behavior.
- Ignore some things. Upset customers might make personal attacks, but they don’t usually mean them. They’re upset at the situation, not you. Pretend you don’t hear personal attacks.
- Remain professional. If you ignore personal attacks and stay calm and focused on solutions, upset customers might even be apologetic in the end.
