Dealing with an angry customer

My name is Emmanuel prince, I work in a cooperate environment where I serve the public so I meet different kinds of characters every day, people say a lot of things, some will criticize while some will praise your efforts, some will complain and some will shout angrily at you, yes angry customers, and that’s what we will be talking about.

 

Now who is an angry customer?

Someone will say that an angry customer is that customers that are angry, well, you are not wrong at all, an angry customer can be that customer that is not satisfied with the service you rendered to him/her, an angry customer can be that customer that maybe something went wrong with the service you rendered to her, an angry customer may be that customer who got irritated elsewhere and then decided to put up her frustration on anyone around in this case you must be very careful because even your good morning could ignite her. But as they say, a customer is always right.

How do you deal with an angry customer?

An angry customer can actually be managed and contained; it’s your ability to manage angry customers that makes you a professional.

Identify the problem, provide solution

There might be about 4 to 5 persons waiting for me to attend to them when this angry customer walks in and starts making a noise in an environment as quiet as my work place, thereby drawing all attention to her, in some cases I will call that customer forward and try to know what his/her problem is, once I have identified the problem I then go forward and try to provide solution.

Sacrifice your time

 in a situation where it is beyond my capability to handle I refer her to someone that will provide solution to that issue, now get this, I don’t just refer, like tell her something like please go to the next floor and enter the first door on your left, no, I will excuse myself and walk him/her to the place where he/she will get help, some persons do appreciate that.

Move the matter to another profesional

An angry customer in some cases will not want to talk to you especially if you are the one that provoked them in the first place, what I do in this case is to call my colleague and tell him what the issue is, he will then come over and help me contain her, I work with professionals so they know what to do.

Ensure to give the expected result and do it fast.

What do you think will happen if after telling an angry customer to calm down and then you fail to bring about the expected result?, more anger I guess.

Therefore as a professional you must ensure to bring about the expected result and while doing it you have to be fast about it