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Most of us who serve customers have at one time or another had to deal with a customer who was unhappy, upset or just plain angry. I don’t believe that any of us need ever be subjected to verbal abuse, expletives or any type of threats. I do strongly believe that it is our job as customer service providers and representatives of our company to be able to tactfully and efficiently handle the complaints of an upset or angry customer. Below are some guidelines for communicating with and calming upset customers.

1. DON’T TAKE IT PERSONALLY: Do remember that the customer is not attacking you. Their complaint is about something that was done or not done. It is about an expectation that was not met. Don’t get emotionally hooked. When you let the customer “push your buttons”, you lose. Don’t respond with negative behavior and bad attitude. Do try to stay calm and rational.

Do view the situation as a problem to be solved, not as a battle between you and the customer. Nobody wins when you fight with the customer.

2. DO LISTEN TO THE CUSTOMERS WORDS: Tune in to the customer – don’t mentally exit the conversation. Most customers just want to be acknowledged, listened to and understood. Be totally attentive and interested. Don’t interrupt. Do listen to the customer’s complaint. Use phrases such as “I can understand how you must feel…” Do repeat or paraphrase what you hear. If possible, take notes.

3. DO ASK QUESTIONS: This will help you get the facts and information you need to solve the problem. By asking direct questions, you allow the customer to concentrate on the problem rather than on their feelings (emotions). This can have a calming effect on the customer as he tries to organize his thoughts. You might ask, “What seems to be the problem?” or “What is it that you want me to do?” or “When and how did this problem occur?”

4. DO OFFER TO SOLVE THE PROBLEM: Do tell them your name and exactly what you can and will do for them. Then do it. Do follow up with the customer to see if they’re satisfied. (If you can’t solve the problem, get someone who can.) Do offer alternative solutions or choices when appropriate. When a customer has several solutions from which to choose, they feel a sense of control and are more likely to be reasonable.

5. DO ACT IMMEDIATELY: Do use reassuring statements such as “I will follow-up on this right away,” or “Let me check on this for you right now.” Don’t promise anything you can’t deliver. Do ask the customer what would solve the problem for them or how would they like to see it resolved?

Do tell the customer what you need to know before you can solve their problem. Ask them, “What can I do to help?” This and other questions like it will help pinpoint the problem and focus a confused client or one who wants to monopolize your time.

Do use your authority and ability to solve the problem. If you don’t have the authority, defer the problem immediately to someone who does.

Do talk about what you CAN do. Avoid saying what you can’t do. Keep it positive. Don’t say, “Our company policy is….” or “We had a problem with our computers” or “The people in ABC department didn’t do their job.”

6. DO CALL THE CUSTOMER BY NAME: When appropriate, thank him for bringing the problem to your attention.

7. DO FIND SOMETHING TO AGREE UPON: Emotional impact is lessened or eliminated when the customer feels a common agreement or bond. Do make it okay for the customer to feel like they do.

Do make it easy for the customer to change his mind without him seeming to give-in or lose face. Do be compassionate, courteous and professional when offering information that may require the customer to change his mind.

8. DO IGNORE IMPOLITENESS: Most irate customers are lashing out at your organization though they may make personal comments to you. Don’t let their words offend you or you’ll lose control of the situation at hand. Edit their comments and sift through the emotion for the facts so you can make sense of their words without getting upset.

9. DON’T FEEL YOU HAVE TO TAKE ABUSE: Customers who are abusive and use profanity don’t respect themselves or others. Don’t reward abusive behavior by giving in to their demands. If a customer is so angry as to be abusive toward you, apologize for the problems they are experiencing with your company and give them the option to speak with your supervisor. There are some people who are just mean and ugly about life in general. They don’t like themselves or anyone else. Don’t feel like you have to deal with people like this.

These are just some ways to work through the problems of an upset customer. Satisfying irate clients takes practice and experience. The most important thing to remember is that you won’t please all people. Your best attitude combined with application of the above tips will turn upset customers into satisfied, loyal clients. It’s never easy dealing with “rough” customers…but it’s definitely worth the effort.

© Copyright 2004, David LaManna. All Rights Reserved.