Ten Tips on Handling Angry Customers

Knowing how to handle angry customers and customer complaints is imperative to try to ensure quality service and repeat business.

1. Don’t interrupt angry callers.  Allow them to vent unless there language is unacceptable, or they threaten you
2. Don’t pass the buck halfway through their explanation of their grievance.  Once you start listening, you own the problem.  Also, don’t put an irate customer on hold
3. As they speak, take notes.  If you missed something, at the end of their comments ask for clarification of the point(s) you may have missed
4. Summarize your notes and ask them to confirm your understanding or clarify your misunderstanding about the problem
5. Ask what outcome they would consider to be fair and reasonable, meaning a win-win outcome
6. Do not make the mistake of over committing. If anything, under-commit and over-deliver
7. Rather than being tied to a specific deadline, instead promise periodic updates and keep that commitment
8. If you assign, transfer or delegate the problem identified by the angry customer, you should still remain involved until the problem is resolved
9. If your company is wrong – and even if you or your department were not involved in the mistake or misunderstanding that caused the customer to become irate – apologize sincerely on behalf of the company
10. Finally, when the customer’s issue has been addressed, call to find out the customer’s level of satisfaction or anger with the outcome.

© 2008 by Michael C. Dennis.  All Rights Reserved.