Video – Top 6 Ways to Get An Angry Customer to Back Down
1. Apologize
This makes the customer feel heard. Regardless of who was at fault, let your customer know you are sorry for the situation. Studies show that the mere act of apologizing reduces lawsuits.
2. Use Diplomacy
This defuses anger and let’s your customer know you are on their side and you can avoid getting drawn into the drama of the situation.
3. Go into “Computer Mode”
This means you take on the formalities of a computer. Speak without emotion, with an even tone and impartial attitude. This doesn’t allow the customer to feed off your anger and escalate the situation.
4. Ask, “Have I done something to personally upset you?”
This forces the customer to think about the situation and the way they are speaking to you.
5. Show Empathy
This is good for both you and the customer. You start to see the situation from their point of view and helps you from loosing control of your emotions. Some examples are, “That must have been very frustrating for you,” or “If I was in your shoes, I am sure I would feel just as you do.”
6. Show Appreciation
Let the customer know you are happy that they called to point out this situation. That way you can correct it and prevent this from happening in the future.
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