12 Jan '12, 2am

Handling Irate Customers

by John Tschohl, author of “Achieving Excellence Through Customer Service “ No matter how good you are at what you do, what business you’re in or where it is located, at some point you will find yourself facing an irate customer. When dealing with an irate customer, most employees want to turn and run – but this is actually a great opportunity to win a customer over for life if you know how to take control of the situation. Follow these steps to defuse any situation involving an irate customer: Listen carefully and with interest to what the customer is telling you. Apologize without laying blame, regardless of who is at fault. Put yourself in the customer’s place, and respond in a way that shows you care about his or her concerns. Use phrases such as, “I understand that must be upsetting,” or “I don’t blame you for being upset; I would feel the same way.” Ask pertinent que...

Full article: http://www.youngupstarts.com/2012/01/12/handling-irate-cu...

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