This is a guest post from Cassi Heger
Customers become angry for a variety of reasons and it is important to know how to calm them down and help them out. While learning and understanding the importance of “hearing” them and understanding the problems they experiencing, regular training either through call center workforce management programs or through self education by reading books, forums or even taking classes online can greatly enhance your customer service skills and response rating.
Here are some of the top things to tell angry customers in order to diffuse the situation:
Remember to stay calm when dealing with angry customers. Getting angry yourself will do nothing to help the situation.
Be sure to make this person’s issue your priority and handle it professionally, calmly and courteously to avoid an even angrier customer.
If you feel like you don’t have the resources to fix the problem, transfer them to the person or department who can assist. Explain why you refer them and reiterate the importance of quality help, which is what you are providing.
Don’t take it personally. The angry customer is not thinking clearly and may say hurtful things. Don’t let it affect you personally.
Keep the conversation as positive as possible, as difficult as it may be sometimes.
BIO: Cassi Heger is a research guru and content crafter for the Marketing Zen Group. As a Psychology Major she thrives on creating unique and insightful content about marketing, trends, finance and fashion. In her spare time she has a passion for music, reading and psychology. You can connect with her on twitter @kungfucassi.