how to deal with a mad customer and want them to come back?

Answer 1

First of all, let the customer vent. If you have a private area where this could occur, all the better. You don't want to hold up the line with someone who needs to be heard. So, once they have vented make sure you have heard them correctly. Basically, repeat to them what they just told you. This not only validates their complaint but also give you ample time to think of a satisfactory method to handle complaint. If there is validity to what they are saying, perhaps your company policies will provide a reason for what happened. If not then look at the facts and see if there is any mitigating circumstances. Look for mitigation or arbitration rules on wikipedia.

Answer 2

This is a fact of life. Customers feel they have nothing to lose by being rude, so they do this all the time.

The best advice I ever heard, if you are in person, maintain eye contact, let them vent, nod as they are talking, and listen for WHAT they are wanting, not how they are saying it. Then ask what they want you to do (not in a defensive, but in a caring tone). Here's the key step: let them know you want to help them and would they be let you work on this issue and give them a timeframe of when you can get back with them with an answer.

Ask them if you could go and talk to the manager about this. Then take the concern to the manager and let them know the situation and what the customer wants resolved and ask how the manager wants you to handle this issue. (this also shows the manager you are proactive and want to assume responsibility)

Then follow up with the customer and let them know what is happening. In most cases the customer wants the issue resolved so it won't happen again. The key here is a timely response back to the customer. It's better to give them a call and let them know you are still working on it and the status then to wait unti they call you, because as a representative of the company, you are demonstrating that the company does value this customer.

If the customer believes that something positive will come out of the issue, more often than not, the customer will come back.


Just remember, they are not mad at you, they are mad that this situation happened to them.

Of course, if you made the mistake, apologize and be sincere about it.

If you can help the customer to realize that something positive can happen to them while using your company's service (for all customers not just the ones that complain) you have created excellent customer service and it should speak wonders for you and your future in customer service.

Best of luck to you. Keep looking for training. There are a lot of places in Google that you can put keywords in on maintaining effective customer service that can give you some excellent suggestions as well. I'd encourage you to take some time to look at those articles. Many of them will have some excellent suggestions.


NOTE: I disagree on one of the suggestions, don't give them an offer for a rebate or refund, unless you are sure your management allows this. You can create more problems by makking promises that you cannot keep. Check on how your manager wants you to handle this.

Answer 3

The only thing to do is make them not mad at all costs... but if they do this once, chances are they'll be a mad customer again, and again, and again. Are you really sure you want them to come back? Maybe the money's good, but here in the real world, a customer-service provider relationship is a relationship that can be every bit as intense, and emotionally fulfilling, or draining as any other kind of relationship.

Answer 4

That depends. I have worked customer service quite a bit and will likely go back to it. The thing is realistically I never wanted a rude customer to come back. If you are going to stand there and insult someone and call that person names I don't know many people who would want a person like that to come back. HOWEVER that being said I always did my best to be polite and solve their problems and left my personal opinion in my mind where they could neither hear or read it.

Answer 5

Is somebody is yelling, always talk calmly to them ... don't shout yourself. Get the customer to state their specific concerns and how you can address them. Try to address them and suggest the individual share in providing the solution to his or her problem between him or herself and the company. Do whatever is possible for the customer. Apologize and if possible, give them a coupon if they should want to come back at a future date.

Answer 6

You need to follow up with them. Call them and let them know you wanted to check on things and make sure everything is OK. That will show you care and thats what customers want.

Answer 7

Find out what the problem is - LISTEN to their whole story first.

Apologize for the problem they have encountered.

If they are properly angry (not mad because of something else that happened to them that day that has nothing to do with your business), FIX the problem for them.

You may want to also offer them a discount on a future purchase or a rebate on what they have already purchased.

Answer 8

As sincerely as possible say: "I can see you are upset, and I am so very sorry this happened to you. What can I do to make this right for you?". Then, if whatever they want is possible, do it. Just don't promise anything that your manager will want to fire you for! Sometimes you have to turn an angry customer over to a manager, though.

Answer 9

You have to handle the situation carefully. Express your sincere apologies and give them a reason to come back, like a discount or something free.

Answer 10

Stay calm and tell them exactly how it is. Do not let them get to you because you are the one that knows whats going on!