How to turn an angry customer into happy, repeat business January 21, 2008

Everyone who deals with customers knows what can happen. A furious customer comes into the store or onto the phone and starts yelling and demanding things.

Angry customers are one of the most stressful experiences for a front-line customer service rep to deal with, and yet most of the time, they are left to resolve the situation using their own skills.

Often, by not being properly coached in how to respond to an angry customer, a staff member will make the situation worse!

And what is the worst case?

A customer who leaves, and vows never to return.

The GOOD NEWS is that there are easily learned skills and techniques that will minimise the chances of that happening to your business!

Just think for one moment about it - an angry customer in your shop or on the phone is an opportunity waiting to happen. If they were already so upset with you that they never wanted to have anything to do with you ever again, they wouldn't be there shouting at you! But here they are, giving you (whether they realise it or not) ONE LAST CHANCE - are you going to blow it?

Official Website: http://www.smile-customer-service.co.uk/angry2.html