6 Simple Steps to Transform Angry Customers into Loyal Advocates

While running a business, the occasional dealing with unsatisfied and unhappy customers is an inevitable part. It is not at all pleasant and is in fact one of the major reasons of workplace stress. It is very important to handle angry customers with utmost care, as an irate customer can end up wasting a lot of your company’s resources and time. However, there are some time tested, proven ways through which you can convert these angry customers to your loyal fans and advocates. It is a fact that the customers who have satisfactorily resolved their issues tend to be more loyal customers than the customers who never had any problem in the first place.

You can achieve this by following 6 simple steps:

1. Never Attempt a Quick Fix

This is one of the most common mistake committed my many business owners and employees. It is assumed by most businesses that an angry customer wants to just fix his problem, which is not correct. An angry customer likes to be heard first and want someone to acknowledge their emotions.

2. Acknowledge The Customer’s Concern

There could be various reasons for a customer’s anger, it can be delayed service, misunderstanding, damaged goods or even a bad day. It is important that you give a patient hearing to the customer’s grievance, acknowledge their right to be angry and make them feel that you understand their feelings.

3. Don’t Escalate The situation – Keep your cool

You do not have to fight fire with fire. If you respond to an angry customer with anger, it will not help you in resolving the situation. It is essential for you to remain calm and composed and listen attentively to the customer and work with them in identifying and acknowledging the issue. You should not think of the situation as a personal issue or insult instead you should take it as a professional challenge and try to figure a way to satisfy the customer. Also, never interrupt when a customer his speaking, always wait for him to complete, this gives the customer a sense of importance.

4. Speak softly in a steady tone

You should always keep a check on your tone and voice while dealing with an irate or angry customer. If you respond to a customer in a loud voice, it is highly likely that the customer would only hear your tone and not get your message; therefore, you must keep a steady and soft tone. Your calm and soft approach may probably calm down the customer and hear what you have to offer.

5. Take full responsibility and Fix the issue

Once you have heard what the customer has to say, summarize the situation to the customer so that they know for sure that they are being heard. After that, you must take full responsibility for the problem irrespective of your involvement in it. You should not try to pass on the blame to anyone as that would make the customer feel powerless, which might infuriate them more. Once the issue or problem has been identified, take all the necessary steps that you can to fix it. You might not be able to fix the issue immediately; however, explain to the customer the steps that has to be taken to solve it. Be specific about the steps that you intend to take.

6. Follow Up With The Customer

After you resolve the issue, follow up with the customer via an email or a phone call. This will demonstrate your sincerity towards the customer and gives a positive impact to your company.

By following this easy steps of showing compassion and listening, you can satisfy your angry customers and they might even turn out to be loyal fans of your company or business, which goes a long way in promoting and protecting your repo. To get more detailed insight on the issue join this session by our expert speaker Carol Fredrickson.