How to Win back an Angry Customer

"The customer is always right."

How many times have we heard that line before? In reality, no one is always right, but it's important that your customer always be happy. After all, an unhappy customer can (at worst) cost you your reputation and even your business. If you work with the public, you have most likely dealt with an angry customer. It can be intimidating to deal with someone who is upset and it may be hard not to take such behaviour personally. While easier said than done, dealing with angry customers is a reality anyone in any service environment will have to deal with at one point or another.

Below are some tips on how to deal with and win back an angry customer.

Don't Take It Personally.

Regardless of how angry your client may seem, do not take his or her actions personally. It's more likely the individual is angry at a situation rather than you. If you take the behavior personally, you risk saying things that may make the situation even worse. Keep a professional demeanour and respond in a positive way.

Stay calm and listen.

Sometimes, people only want someone to listen to what they have to say. Stay calm, listen to the problem, and keep an open mind. Be sure to not raise your voice when you are responding and to acknowledge the issue with words like "I understand" and "I appreciate your feedback." Listen to what he or she expects to be done to resolve the issue and think of ways you can honor any requests.

Give more in return.

By offering even more than what the customer is asking for, you prove to be a reliable and understanding business that values and respects each and every customer. If someone is demanding a new product to replace the old one, consider providing this to the person and include a discount on his or her next purchase. It may seem like an expensive resolution; however, it may be much more expensive to lose the customer all together.

Apologize.

Do not hold back from apologizing to the customer. This is required even if you feel you did nothing wrong. If a customer believes your business has wronged him or her, the only way to resolve the issue may be to say you are sorry. Try sending a letter expressing how much you value his or her business. By showing how much you care, customers will remember your courtesy and thoughtfulness the next time.

Always keep your word.

Show exemplary customer service and be true to your word. If you say you are going to call the customer back, call back. If you promise to offer a discount on his or her next purchase, be sure to do just that. If you do not keep your word, you show that you do not care and the customer will end up feeling like his or her business is not appreciated. This will only force this person to do their business elsewhere. Always show respect and loyalty to your customers as much as you expect the same from them.