The average business only hears from 4% of dissatisfied customers. So when you do hear from an irate customer, it’s important to look at it as a golden opportunity to improve your services, prevent future complaints, and gain a loyal customer. This approach is not intuitive, but it’s effective.
Today, I talk about how to react to an irate customer and why it’s never productive or acceptable to simply yell back. I offer insight into the ideal mindset when engaging with irate customers, and I share eight steps for turning them into loyal ones.
“Remain calm. Do not try and match their anger levels. It is never okay to be rude to a customer.”
– Murtaza Versi
This week on the Engage Relate Perform Podcast:
- Why returning rudeness doesn’t solve anything
- Why the customer’s anger is not actually directed at you
- The presence of emotion in the encounter
- The power of sympathy, empathy, and listening
- Why you should thank the irate customer