If you’ve been in business very long, you’ve likely heard it all! You
know, the irate customer who is going to sue you over the nineteen
dollar product that they claim is bogus; the one that’s going to “shut
your business down” because they conjure up in their minds that you
might have breeched your privacy policy, or the one that takes complete
advantage of your money-back guaranty. My favorite has to be the one
that calls and screams vulgarities into the phone for apparently no
reason.
It doesn’t happen often, but if you’re going to be in business, you
will run across some nut cases from time to time. Some can be diffused,
some can’t. That’s just the way things go in business.
There are some simple techniques for dealing with irate customers
without burning yourself an ulcer over them and without telling them
you hope they get cancer and die!
Here are some tips you may find useful…
1. Don’t take it personal
There is one thing that almost all nasty customers have in common. They
try to attack you on a personal level. Name calling is not unusual.
When you take it personal, you are likely to get into a yelling match
with the customer which resolves nothing and only stands to make things
worse. Try to diffuse the situation – kill the anger with kindness so
to speak. If that doesn’t work, ask them to contact you again once they
have calmed down and are willing to speak reasonably. Refuse to speak
with a customer in an irate state. You don’t have to put up with abuse
ever.
2. Don’t overdo the “customer is always right” concept
In customer service training you will always hear that the customer is
always right. While that is true to some extent, sometimes they are
just flat wrong. You should always try to accommodate a customer within
reason, but do not allow that concept to go too far.
3. Realize it isn’t always your problem
Sometimes people just have a bad day and are looking for someone to
take it out on. A hateful, ugly customer is often one of these people.
If you listen to their ranting and raving, then respond kindly telling
them you understand their frustration and you want to work with them to
come to a resolution, you will often diffuse the anger and uncover the
rational human being beneath it.
4. Don’t fall for fear invoking bluffs
In customer service some business people tend to do anything to avoid
the potential harm of a threat even if it means losing money or giving
in to irrational demands. When you are threatened, consider the
validity of the threat. Do you really think someone is going to pay
thousands of dollars in attorney fees to sue you over a low dollar
transaction? Likely not. Again, do what you can to accommodate within
reason but don’t give in to unsubstantiated threats.
5. Be prepared to decide whether or not a customer relationship is worth salvaging
You’ve heard it said that one happy customer tells one person about
your business while an unhappy customer will tell 10 or more.
Undoubtedly, word of mouth can be the best or the worst exposure for
your business. This is the very basis of the “the customer is always
right” concept. Of course it is best to salvage a customer relationship
if you can, but again, do so within reason.
