Working Conversations Episode 58:
How to Deal with Angry Customers
Imagine these scenarios…
Your computer system broke down when a group of guests started checking in.
The shipment of your product takes days longer than the actual time your customer expects it to arrive.
People lined up at your store for two hours to get a taste of your best seller doughnut, and you run out of stock.
You run a Facebook advertisement for your client and it doesn’t get quality leads than he expects.
Nerve-racking, isn’t it? It’s inevitable that you will encounter angry customers.
We all have customers, whether they are external customers that are buying products and services from us or our company or internal customers who are in need of our work product in order to complete their own work. Invariably things go wrong.
How do you deal with those moments when things go wrong? Bury your head in the sand? Or, pick yourself up, face the angry customer, and address the issues and concerns to deescalate the situations?
In this episode, I share ideas on how to diagnose what is behind the customer’s anger and offer some strategies based in neuroscience for deescalating challenging situations with customers. These strategies will help you bring your best thinking to the table to come up with solutions to your stickiest customer situations.
So, listen here or wherever you listen to podcasts. I hope you find this episode helpful in your customer service role. And my wish for you when you are a customer and something goes wrong is that you remain level-headed and calm while a solution is developed and implemented.
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HERE’S WHAT WE’RE GOING TO DIG INTO IN THIS EPISODE:
- Why do people get angry?
- What to do when people get angry.
- Strategies to turn angry customers into raving fans.
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