hi chef heiken here customer service and experience expert today I'm going to talk about what you must know when dealing with angry customers so how to handle angry customers is a topic I've discussed in the past recently I was interviewed by three different reporters about this topic within one week why all of a sudden is there this renewed or bigger than usual interest in this topic well I've been reading a lot about how the tough economy can cause customers frustration or anxiety maybe this is part of why some customers lash out on employees when there's
a problem or maybe as I've discussed many times the customer is more demanding than ever unfortunately when some people don't get what they feel they deserve they get angry so how can we deal with those angry customers here are three concepts you must know and understand about how to deal with angry customers number one the angry customer is not angry at you they may be mad because the product didn't work they maybe they had a bad experience or maybe it's a broader anger toward the company however when the angry customer comes to you remember it's
not you it's something else that made them angry so don't take it personally number two the customer is not always right now if you've been filing my work you know this is one of my favorite sayings too many good employees have been told the customer is always right but they aren't and when they're wrong and we're told that we must treat them as if they're right we become conflicted we don't know what to do or how to respond to their issues so remember that the customer is not always right but they are always the customer
so if they're wrong let them be wrong with dignity and respect and number three some customers will lash out at you yelling and even cussing this is a difficult situation it's rude it's disrespectful and it's unnecessary our customer service research sponsored by ring central found that 34% of customers admit to yelling at customer service reps and employees and 21% of customers admit to cussing so how do you deal with the angry customer at this point is crucial until the customer acts with a level of reasonableness it's almost impossible to make this customer happy inform them
you are there to help them but you can't until they count down and let you do your job for leaders and managers it's important your employees know you have their backs employees need to know you'll support them in making the decision to terminate the call properly train agents and anyone on the front line dealing with customers when it's the right time to end the call and how to properly do so regardless of how angry the customer is keep these three ideas in mind and always remember you're not trying to win the fight you're trying to
win the customer well I hope you enjoyed this short lesson thank you very much for tuning in this is shef heiken reminding you to always be amazing
