Whether it takes place over the telephone or in person you are going to occasionally have to deal with angry customers.  That’s just a fact of business. 

The angry customer is usually a rational and reasonable person who has experienced something that isn’t in line with their expectations.  We have all been there as customers.  No one has called us back as promised, our account still hasn’t been credited or the service or product wasn’t delivered on time or it doesn’t do what we expected it to.  The longer the situation drags on the angrier we get.

A tried and true formula for dealing with an unhappy customer is to apply the “HEAT” formula.  The first step is to resist the urge to talk and H, hear them out.  Don’t just sit or stand there until they quit talking.  Be an active listener and follow their story.  The last thing you want them to have to do is repeat anything as they will only get angrier.  Be sure to hear their words and not just their anger.  If you are face to face give good eye contact and occasionally nod so that they know you are really hearing what they are saying.  If this is taking place on the telephone you still don’t want to interrupt but if you are completely silent they will think you either don’t care to listen to them or have cut them off.  Say things along the way like, “Ok”, “I see”, and even, “Uh-huh.”  Take notes so that you remember the chain of events. 

Once they have finished venting you are onto the next step, E, empathize.  This is where you say things like, “I can certainly understand why you are upset” and “I don’t blame you for being angry, I would be angry too.”  But don’t act shocked or throw your company or a colleague under the bus by saying things like, “I can’t believe how he treated you” or “that sort of thing happens around here all the time.” 

Now that they know you have heard them out and that you feel for them it’s time to take ownership.  Yes, even if you aren’t the one who caused the problem.  If you are representing the company then to the customer YOU are the company.  This is where you A, apologize.  That’s right it’s time to say you are sorry.  NEVER say, “I’m sorry you feel that way.”  You must actually tell them you apologize for the inconvenience or that you are sorry they have had this difficulty.  And, be sincere or they will know you really don’t mean it.  You should also use this step to clarify and confirm what you have heard them say.  If you don’t make sure you understand the problem you won’t be able to fulfill the next step in the process. 

Now that you have been read the riot act, identified with them, apologized to them and made certain you understand their problem, it is time to T, take action.  Don’t tell them what you can’t do, tell them what you CAN do to fix the problem.  If you are the one who can make things right then let them know and tell them how quickly you can get it done.  Follow through is key here.  Maybe you can throw in an extra service or give them something else as a peace offering.  If someone else has to fix the problem then be honest with the customer and explain the process.  But, YOU still own the problem through to resolution.  Check back with the customer to make sure what you said would be done was actually done.  By owning it you show the customer that you and your company really do care about them.  Lastly, don’t forget to thank them for their business!

It can be a challenge but with a little patience and practice on your part you can become an expert in dealing with an angry customer.  Once they find out how much you care about their satisfaction and that you will do what it takes to ensure it, they will be singing your praises.

Loree