How do you handle an irate customer?

Question

I have a interview with a company that sells frozen foods (scwhawn's) and would like to know if I have a customer that is irate, how do I handle it?

Answer 1

1. You let the customer know that you understand his complaint.

2. Advise how (if possible) you will help the customer.

3. Explain procedures letting the customer know exactly what it will take to accomplish this.

4. Apologize for any inconvenience.

Answer 2

1. Listen, listen, listen. Let the angry client talk through his problems and get it all out of his system. This step is important because the more time a customer spends airing his grievances, the more time he has to calm down.

2. Allow the client to express his opinions. Do not yell or curse at the customer. Do not, however, allow the client to be abusive toward you.

3. Maintain your personal integrity at all times. If the customer is abusive, say calmly "I understand you are frustrated, and I want to help you, but let's remain professional."

4. Be sympathetic. Make sure the customer knows that you understand his frustration and acknowledge the mistake that has been made. Recognize the customer's feelings about the mistake - how it must have felt to be the customer in this situation.

5. Be empathetic. Listen actively. Restate the customer's complaint, "reflecting" his or her feelings back to him or her. That will let him/her know you are listening and that you understand his or her feelings.

6. Ask questions. After he completes his story, ask about the facts and details of the matter at hand. Move into problem solution mode -- know when to ask open-ended questions, when to stick with "yes" or "no" questions.

7. Apologize. Let the customer know you are sorry they have had a tough time (even if it's not really your company's fault - many times, an irate customer just wants to know someone cares that s/he is inconvenienced). A simple, "I'm so sorry this happened" will do. If you find that your company is at fault, definitely apologize again. Be sure to be sincere.

8. Offer to try to fix the problem. Imagine that this was happening to you, and what you'd want done.

9. Ask what will make the client happy. If he is without any ideas, recommend some.

10. Have the client agree to a possible solution to the matter. He will be happier if he feels he had some say in how his complaint will be handled.

11. Always "recap". Restate again every change you've made, and every new charge/adjustment you've made.

12. Write a clear, concise log of the incident so the rest of your staff is prepared in case there is follow-up needed. What would you want to find in the notes if this customer called back?

* After the complaint is handled, follow up and be sure the solution worked.
* Keep a complaint log. If you see the same thing keeps popping up you can recommend a change in policy that will improve things.
* Don't forget to thank the customer for taking the time to speak with you and work on a solution. A complaining customer has done you a favor. He has identified a problem in your business and he has given you the chance to keep his business. If you lose a client, you lose both his business, the business he would have referred to your company, and any people he might scare off by word-of-mouth.
* Problem customers can become expensive if they continually make harsh demands. Keep records of complaints made and determine if you really want to keep a particular client.

* Some customers use complaints as a way of getting discounts or credits. Beware of the client who is constantly grinding you for any little thing he can think of. You'll know if it starts happening. As in the item above, some clients are not worth keeping as they cost you more than you make from them. That's not good business on your part. Handling legitimate complaints in a responsible, professional manner is part of doing good business. So is firing opportunistic, manipulative clients who are trying to scam a higher discount off you.

Answer 3

1. Design your questions ahead of time to provide you with the answers that you are looking for.
2. When you have gotten the answers that you were looking for, then design a solution that properly addresses the customers problem
3. Give the customer a one-time discount for a large order of your products as a way to show them that they mean a great deal to you and your company.
4. Keep this customer as your "personal" client, do not turn it over to any of your sales team, handle all the customers orders and complaints, yourself.
5. Check in with the customer at least twice a month, do a customer satisfaction survey, short in length but to the point.
6. Provide this customer with your personal direct line to your office and your cell phone number, so that if a problem does arise in the future, they can call and speak directly to you and not to one of your sales team members that may not have the same amount of patience in handling an irate customer that you do.
7. Remember the customers birthday, his wife's and children's birthday's and send them cards expressing your thoughts, do this on custom made stationary that only you use as the company CEO, it makes it very personal when the customer receives it and forms a personal friendship and long lasting bond with the customer.
8. During company picnic's and other company employee functions, invite the CEO's of your customers company's on hand addressed invitations, sighned by you.
9. During Christmas time, select the best clients from your file and send them a special discount on your products or services as a special gift to thank them for doing business with your company.
10. Put all your best customers on a pedastal, treat them the same way that you would expect to be treated if you were their customer.

Thank you,

Answer 4

Generally speaking, the more you indicate that you agree with the customer (even if you don't), the more they will calm down...

Assure them that they are not the only person who feels this way.

One of the most frustrating things (to me - as a "client" or "customer") is when an employee of a company acts like they have nothing to do with the situation and there is some magical "other" department that is supposed to handle people like me.... I will go OFF on an employee who tries to pull that crap with me.

Another thing that makes me angry is when employees of a company try to tell me how things work at their company as though I have no say in the matter... I am the customer and will be treated as more important than the CEO if I want...

Answer 5

You make and keep eye contact. Use active listening skills ("yes, I understand...oh...alright..."), nodding your head at appropriate times. Repeat back to the customer what you understood them to say (the problem & what was or wasn't done about it), and behave as if they are the ONLY reason you came to work that day. Let them know you think their concern is valid, worthy. Assure this pest you'll follow up, doing everything posible to attain the results they're looking/hoping for.
Tell your interviewer that, while all customers aren't always right, you believe they should be made to feel they are. Helping the customer 'save face' (not be embarrassed by presenting their complaint) is what your good service is all about. We want these pests to come back, with their wallets, in a better mood next time.

Answer 6

All an irate customer wants is to be heard. First, you need to allow the customer to vent his anger. Secondly, you need to empathize with him. You can say "Mr. Smith, I certainly understand why you feel this way." Third, repeat back to the customer what he just said to you. "Just so I can make sure I understand you.." This way, you are showing him that you hear what he has just said to you. Finally, ask him what he would like to see happen. While his request may not fall under the company policy, tell the customer "Mr. Smith, This is what I can do for you...."

Answer 7

You need to ask the customer specificly what you can do to rectify the situation. Do not say anything about "policy" or "you are not authorized." If you cannot meet their requests or provide your own solutions to the irate customer get a manager involved quickly. Live by the mantra, "The customer is always right."

Answer 8

I think the best way to handle irate customers is to first let them blow off steam (they obviously have something to get of their chest so let them). When they are calming down empathize with them (I know how you feel I've felt like that myself sometimes etc.,). Now you can try to sought out their problem.

i have been surprised how well this has worked even at times I haven't been able to help very much.

Answer 9

Scwhawn's should train you. Do your job the best you can and perhaps you will avoid irate customers. The customer is always right...remember that and you should stay out of trouble with everyone.

Answer 10

Be very polite, its the old saying that you can catch more bees with honey and always remember that the customer is always right (even if you know that he/she is not) You should try to compromise without loosing your shirt over the deal, and usually if you offer him or her a freebie you will win them over. (like an ice cream scoop to go with the Ice cream they just bought. and remember you never argue if a customer and if you feel that you cannot resolve the situation then ask the customer if he/she would rather speak to your supervisor