Losing Angry Customers

This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal with an angry one, of course it is. Read on?..

Handle the person first, then the problem. Let angry people vent their frustrations. This alone will go a long way toward resolving the problem. Many times people just need to let off some steam and you are their sounding board, whether you deserve to be or not.

Apologize. This is crucial. It shows you are committed to the relationship. Remember, the customer is always right, whether they are or not. So apologize, whether or not it was your fault.

Show empathy. Assure your customer that he or she has every right to be angry and disappointed and that you would feel the same way if it happened to you. Make them feel understood. Use your own experiences to show empathy.

Find a solution. Resolve the problem with your customer, not for the customer. Ask questions that will get the customer involved in the process, such as "How would you like to see this problem resolved?" or If you were in my position, how might you resolve this kind of problem for your customer?"

Follow up. After resolving the problem, you must follow up. Make sure things are satisfactory, but also look for additional needs that represent selling opportunities.

So, employ the above strategies and turn angry customers into happy ones!

Copyright 2004 DeFiore Enterprises

Interested in having your own successful, home based creative real estate investing business? Chuck and Sue have been helping folks start successful home based businesses for over 19 years, and we can help you too! To see how, visit http://www.homebusinesssolutions.com for the latest FREE tips and tricks, educational products and coaching in creative real estate investing and home based businesses. No time to visit the site? Subscribe to our "how to" Home Business Solutions Digest, it's like having your own personal coach: mailto:subscribeHBS@homebusinesssolutions.com

---

The Sellers Creed

I will not make sales. I will make Customers.I will target the heart of my Customer. Never their wallet.My Customer is the lifeblood of my business.Though I... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in... Read More

Are You Giving Your Customers Enough Reasons To Return To Your Business?

Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create... Read More

Attitude of Service

When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must... Read More

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business forums or even by my customers and subscribers is this :"How the hell can I increase my... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your products? Are you professional and well organized or does your store/site/whatever scream, "sloppy!," to those who matter... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight into your own innovation. Nobody can do it better than you can!A metaphor is a figure of... Read More

Does Your Customer Talk Back To You?

What is your customer saying about you? Do you really know? Does your customer really know who you are?If you don't know what your customer thinks about... Read More

Breaking the Ice and Winning Over the Client!

Wherever you turn these days you'll find articles covering every business strategy and tactic available to man, from how to make a great presentation to strategies for... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack because of a client's needs?I try to live by the 80/20 rule: working from my home office... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them,... Read More

How To Build a Profitable Business

It's never too soon to start saying thanks to your clients, vendors and referral sources for what they contribute to your business. Everyone loves to be appreciated... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a customer.Much has been written about customer orientation, customer relationship management (CRM), Customer Lifetime Value (CLV) metrics, Customer... Read More

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out Where Your Firm Stands in Today's Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz(San Rafael,... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level... Read More

Whats Love Got To Do With It?

Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper,... Read More

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that... Read More

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your business before you have any paying customers, I've got a nice big bucket of ice water to... Read More