Handling irate customers
Once you have those things in place, you will not have every issue solved. You’ll still get irate customers. Here is how to deal with them when it happens.
1.Get them out of the store: If they are in your main store area, bring them out and find a place to talk out things in a professional manner so that other customers as well as employees will not be bothered or disturbed. Also, it could help the irate customer to calm down and be away from the cause of their anger.
2.Calm them down: Never say “calm down” but instead be calming! Don’t cross your arms in front of you. Keep your arms at your side. Try to listen to them Don’t smile nor frown. Nod a lot, keep a quiet voice. Speak in just like a whisper tone that would help them stop yelling.
3.Identify the problem: Verify things on them by asking the reason why they feel that way. Allow them to pour out everything that they feel or would want to say without interrupting. Restate the problem to make sure you understood it. Ask for their agreement that you understood. It will make them feel good and respected as customers
4.Ask them what they feel could be a solution: Offer some ideas but also try to ask them about how they feel that would make them feel good to understand things and avoid any misunderstandings. Often, you may be surprised at how little they really want in order to feel that justice was served. Other times, you may be surprised at how much they want.
5.Determine if it is possible to make them happy: The most difficult part. Ask them what would make them feel good about it. Or tell them what you could offer them for the inconvenience that has caused them.
6.Solve the problem: Try to offer solutions to the problem.you have listened to them, try to ask what they wanted and had asked them what would make them happy. If you feel that their request is reasonable and they deserve a special offer then do it. Throw something extra for free. But if its not reasonable, then you apologize and let them go in a polite manner that would not make them feel insulted. In that case, they may say bad feedbacks on your services but at least you have handled them in a right way.
