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When it comes to calming down angry customers, it's important to use the right words. And dealing with an angry customer is the most demanding aspect of a job. In this lesson, you'll learn phrases to defuse the uncomfortable situation and handle the customer's concerns professionally.
1) I am sorry for the inconvenience you are having.
Sometimes simple words can say a lot to your customer. So the very first thing you should do is apologize.
2) I understand why you are upset.
You can greatly improve the customer experience simply by showing genuine compassion.
This phrase makes the customer feel heard, respected and understood when they raise a problem or complaint.
3) Here is what I will do for you…
By using these words, you involve the customer in the solution process. Describe the situation precisely and provide details about when the problem can be fully resolved.
4) What can we do to solve this problem?
If your first proposal does not satisfy the customer, throw the ball to them. The customer probably expects additional incentives, so it is better to ask the customer what we can best do to satisfy them.
5) I'm glad you brought it up so we can resolve the issue for you immediately.
The best way to end the conversation is to acknowledge the customer's efforts in raising the issue and then explain the best solution you found for him/her.
So I hope these phrases can be useful to you, especially when someone is extremely angry and you are the one who has to deal with the customer.
Please take the opportunity to connect with your friends and family and share this video with them if you find it useful.
