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Dealing with angry customers

Great advice from Service Untitled about how to calm down angry customers:

  • Lower your voice. This will force the customer to lower his or her voice to hear you.
  • Provide a plan of action. Let the customer know what you can do and make it clear if you are doing anything special or going out of your way for that customer.
  • Apologize to customers about the inconvenience and tell them that you are going to work with them to get their issues resolved.
  • Ask them what they would like to happen to get the issue resolved (this works really well when customers are going on and on; simply ask, “Okay, what would you like us to do to get this issue resolved for you?” and go from there).
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