How do you handle an angry customer?

Question

I have a telephone interview on Tuesday for a job that I recently applied for and I'm trying to do some research into the type of questions I'm likely to be asked. I think one of the questions I could be asked has something to do with how to handle a dissatisfied and angry customer.

Answer 1

If you get asked this question, say that you would:
"Firstly let the customer speak without interrupting. Then be as nice and polite as possible and try to resolve the problem. If the problem is something you can't deal with, assure the customer that someone with higher authority will look into the matter and call back with a solution to their problem."
Hope you this helps & good luck! :)

Answer 2

Firstly I would say that the company should have a customer complaints procedure (if you know what this is and can give an example it's easy to answer). If not then explain that you would listen to an take into account the customers issues and try to empathise if they are reasonable. If you can solve the problem yourself then say so, if not then say you would discuss it with your manager and follow up to enure that the customer was satisfied. However, you also need to show that you would be assertive for example if the customer was threatening or abusive. Remember the old motto " No customer no business". Good luck!

Answer 3

Remember that a lot of people who want to complain don't actually do it but will moan like crazy to friends and family.See it as an opportunity.Empathising with and understanding the customer, does not neccessarily mean that you agree with them.But by asking them questions you will find a solution. Angry customers just want to be heard and once they see you care they won't stay angry for long.Don't take it personally it's the company they are cross with, so show your personality not just your suit!!This said- There are arseholes and rude people out there.Like I said don't take it personally.I hope this helps.Good luck.

Answer 4

One very important point is that you listen then you then ask them to confirm that you have understood the problem by going through what the have said. This does several things
1 You end up controlling the conversation
2 It gives them a chance to think through what they are complaining about
3 It shows them that you are actually listening
4 It gives both you and the customer the chance to define the problem properly.
The quickest thing to annoy a customer and for them to escalate the situation is by seeming not to be interested in what they are saying.

Answer 5

Let the customer talk, look them in the eye, nod the head to give the impresion that you are really listening and wait for them to finish talking before you offer an answer. point out that the customer is always right. (even though we all know that they aren't). if you are phone based you just have to make mmm mmm noises to give impression u are listening. done this job for a famous bespoke bedroom fitting company and i have to say it was the sh*test job i ever had and we had loads of horrible customers and i just held the phone away from my ears whist giving them the finger. shouting gets you nowhere. if i was you i'd look for something else if you can.

Answer 6

Don't patronize them - listen to what they have to say and look concerned (there's nothing worse than a member of staff who just remains aloof and seemingly unconcerned).
A good way of calming down an angry person is to ask factual questions to get as much information as possible. If possible try to get them to sit down and try to get them away from a public area and to speak to someone in authority if the case merits it.

Answer 7

If you do business well, you will never face an angry customer. In the case of a crazy, nasty, stupid, repulsive person, get them out of the business as soon as possible even if you have to escort them. All the real customers will love you for it.

Answer 8

Assure them straight away that you are going to help them and sort out whatever their problem is. Give them your name and make your relationship more personal. Listen to them and be patient whilst they let of steam and if they are in the right agree with them and show them that you are on their side. Apologise if necessary for your part of the problem or on behalf of your colleague or company. Then - Make sure you sort it out! Good luck with the interview.

Answer 9

First off listen to them agree with them, apologize for the problem they are having, tell them you understand, then ask how can we remedy this situation Always keep your voice calm and cheerful.

Answer 10

i would keep them calm and help them with whatever they need, without disturbing the other customers. thats the exact same thing i said in my interview lol