How To Treat An Irate/Angry Customer

An irate or angry customer is an unsatisfied customer who has become rude or aggressive and is ready to express his /her feelings in what ever way  he/she deems fit. In this state, an irate customer only wants one thing, and that is, SOLUTION to his/her request
. How you go about it, how you feel or don't feel is really not important to him/her at that moment, even if you were friends some seconds ago!
To handle an irate customer,whether on phone or when he/she is standing right in front of you, or via emails or text messages, the efficient use of your communication skill must come to play.Your  gestures, posture, facial expression, tone, use of language and so on  matters a lot. Here are some tips to help you manage an irate/angry customer.

• Stay Calm : You should be composed, notwithstanding what the customer says or how he/she behaves towards you, try to remain calm.You don't expect an angry customer to be polite. Do you?

• Listen : The customer wants to talk to someone, so you should listen carefully to what he/she is saying so as to know how to remedy the situation. Try to give the customer your undivided attention, by maintaining eye contact, if the customer is physically with you, but if on the phone, try to say one or two words so the customer can be reassured that you are actually at the other end. If you are distracted, you will not get all the details and am sure you don't want to  ask an irate customer to repeat all what he had said over again!

• Don't Take Things Personal: This is the only way you can get yourself to help the customer. Have it at the back of your mind that the customer is not actually angry with you as a person but with the company /product/service .

• Never Argue or Pass Blames: Arguing with the customer will only further aggravate the situation. Don't try to tell or suggest to the customer, that it was his/her fault, even if it was, that will only worsen the situation.

• Show Empathy: Rather than argue or pass blame, show empathy by putting yourself in the customer's shoes.This way, the customer will see that you feel his pain and may just probably calm down.

• Apologise: Most times angry customers want to know if you are sorry or not. Say very simple words like, I am so sorry about what happened sir/ma, I apologise on behalf of my company, It will never happened again sir/ma. If you will give us so, so time/day/months (be specific) it will be sorted out, If you would please give us your address sir/ma, we will personally deliver it to you, if  you would sir/ma kindly give us your number and so on. Please don't use words like, calm down madam/gentleman, sir/ma you are shouting, Is that all sir/ma or do you still want to say more? You see, it is not my fault, the other department handles it not me, I am busy can you talk to someone else? even if you are a customer you don't have to talk to me like that, excuse me who do you think you are?

• Find A Solution Fast: Remember the customer wants a solution not just apologies, solve the challenge and if you cannot handle it directly, involve the right person(s) and there should be no delays.

• Keep Your Promise: If you have promised to deliver at a particular date /time or promised to call  or visit the customer, please do so. Remember, to that customer, you are the image of your company /product or service if you fail to keep your promise, the customer may never have faith in your product /service/company again.

• Lastly, if you have been able to remedy the situation and win the confidence of the customer again, try to give yourself a pat on the back, relax, take a glass of water and smile because an irate customer is not the customer you want to see everyday.