Managing Your Angry Customers

Companies, like people, aren’t perfect. No company gets customer service a hundred percent right all the time. Oftentimes, a negative experience can be salvaged and turned into an opportunity. If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Here’s how you can make it happen.

1.    It isn’t a complaint, it’s a concern. Customer complaints are bad but customer concerns are an opportunity to engage with your customers and learn.

2.    It's all about how you handle it. Don't take them personally, and don't rush to implement the suggested corrective measures, but do pay attention.

3.    Take the matter forward. Take action right then to solve the issue. This will help leave a positive impact on the customer.

4.    Investigate – and keep them informed. You should keep the angry customer updated on the progress of the investigation. A simple email is sufficient. This shows their concerns have been taken seriously.

5.    Express “thanks.” Letting your customer know their business is appreciated is an essential part of making them feel welcome and valued.

The best customer service organizations embrace complaint resolution with a process that seeks to understand the customer’s underlying problem and make it right. What customers really want is not to be delighted when things go wrong -– but rather to succeed effortlessly.