Turn Angry Customers Into Loyal Customers

Ten Steps To Make An Upset Customer Happy

1. Let the customer tell their side of the story – even if they’re extremely angry. Sometimes it’s not enough just to solve a customer’s problem. You have to let them get it off their chest by venting.

2. Never Argue. Even if they’re saying things in anger that are untrue. Never, never fight back. By letting them explode, you’re also helping them to calm down.

3. Show you are sorry. You don’t have to admit error, but show that you’re glad to hear that they were willing to alert you to the problem and that you regret the situation.

4. Show them you are on their side. Explain to them that you understand how they feel. EMPATHIZE. For example, “You must have been extremely frustrated to arrive and find the repair to your garment had not been completed yet.”

5. Begin to investigate. Once the customer has settled down, you can ask questions to get to the heart of the problem.

6. Find out what the customer wants. Maybe all he or she wants is to blow off steam. If that’s the case, you’ve done your job. But if the customer wants more, be sure to find out exactly what it is.

7. Explain what you can do. If you can solve the problem, do so immediately. If not, go to someone who can.

8. Come up with a game plan. One that shows that you and the customer have decided what the problem is and how you’re going to act upon it.

9. DO IT!

10. Follow up. In a week, call to see if the customer got what you said you would deliver. If so, you’ve made an unhappy customer happy and you will most likely continue to get his or her business.