There is a reality in sales and customer management, which a lot of business professionals dread but prepare for anyway. They are right to do so because somewhere along the line, there will always come an irate customer.
The state of an angry customer is already a bad one, and often, the ability to ensure that things do not get any worse than they already are is, by itself, a measure of success.
The first thing to note is that an irate customer is in a highly emotional state. Whether or not the fault is on the customer side, the business side, or somewhere in between, the key to ensuring that the situation does not get worse is to be accepting of the things that come out as a result of emotions that are running high.
The customer is irate because he did not get what he wants. In the mind of the customer, some injustice has been committed to him. The best chance of bringing down the heat is to assure the customer that things are currently at work to address the problem.
Obviously, you also have to ensure that they really are. Lying to the customer just for him to be pleased or pacified has backfired many times in the past.
Be exceedingly patient and calm. Never raise your voice, as this will only heat things up more.
Finally, even if the problem has yet to be addressed, make the customer feel that you genuinely care about his welfare. Be empathetic and respectful at all times.
This is by far the best chance to pacify customers, and hopefully, you can keep them too.
Thanks to his experience in various positions in sales, Jeff Lupient has evolved into an authority in his field. Now he handles a reputable company in automotive sales, the Lupient Automotive Group. To know more about his business, visit this LinkedIn profile.