Top 3 Things Not to Do with Angry Customers | Ep. 92 | Business Podcast
Summary
After over twenty years as an entrepreneur and business owner I’ve realized that you’re going to get an angry customer now and again.
The key is have a framework in place to deal with the situation so you can turn an angry customer into a happy, repeat customer.
I lay out the top three things I learned not to do with angry customers and some scripts to help you have a successful outcome.
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More Information on Build a Business Success Secrets
Hello, friends. Welcome to the show. Today. I’m going to give you the top three things to avoid when dealing with angry customers. Let’s get to it. Welcome to build a business success Secrets. The only podcast that provides straight talk for entrepreneurs. Whether you’re an entrepreneur, starting with an idea or growing your business, this show is for you. We’ll teach you how to build a strong mindset, powerful body and profitable business so you can achieve success. And here’s your host, Brandon. See white. Here we go.
Number one don’t make threats. Have you ever said this? If you don’t calm down, I’m not going to help you. Or if you continue to yell at me, I’m going to have no choice but to hang up on you. Terminate this call. If you’ve ever made any of these or similar statements, I bet you really wanted to gain control of the situation. But here’s the problem. Your customer perceives this as threatening, and all that happens is they get angrier. So try a phrase like this instead.
I really want to help you, but your tone or language is making it really hard for me to do that and then pause for two or three seconds and let your words resonate with the person on the other end of the line, and you will likely de escalate at least a little bit the conversation so that you can have a dialogue. Number two. Don’t argue. Trust me on this one.
You will never win an argument with a customer. You can certainly prove your point, and you certainly can have the last word. But that will be the last word of that conversation, not the last word ever. One of the quotes that I remember that relates to this is from Dale Carnegie, and he said something to the extent you may be right. But as far as changing your customer’s mind is concerned, you will probably be just as futile as if you were wrong. You’re not going to win, you remember.
Your whole goal here is to retain the customer, not to necessarily be right, so avoid the argument at all costs. And even if you have to admit you’re wrong, do that did de escalate the conversation, and number three don’t make the customer feel helpless. The worst thing you can say is or have your customer service person say is this is all I can do. When customers feel helpless, they will resort to whatever they have to do to make their point or get what they perceive they are owed. So you do not want to do that.
So when you find yourself in a situation like this, you can use a phrase as simple as Mr Smith. What I can do is X Y Z, and even if it isn’t what Mr Smith wants or perceives he is owed and you offer a course of action, Mr Smith, what I can do is I will talk to the manager and I will call you back in X amount of time, hours, hopefully and have some sort of resolution for you. Now they feel like you’re working for them and that you can see their point of view the next time you find yourself dealing with some tough customers. Put these three things into action de escalated. And remember, this is a customer that you already have you’ve already paid to acquire.
It is a lot cheaper to make a current customer happy so that they buy from you again than to go out, acquire another customer and even worse, have to deal with any negative feedback that this person goes online and leaves or creates a blog post or makes a post on Twitter or social media, whatever that is. So put these three things to action and deal with your tough customers today.
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