Comments on: How To Deal With Angry Customers http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers Inspiration, ideas and opportunities for your business! Sun, 12 Oct 2008 05:39:43 +0000 http://wordpress.org/?v=2.5.1 By: Anon http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-22606 Anon Thu, 04 Sep 2008 11:01:50 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-22606 In the Hosting Industry we get this a lot and the best thing to do is just deal with the client peacefully. In the Hosting Industry we get this a lot and the best thing to do is just deal with the client peacefully.

]]> By: R. Cannon http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-13188 R. Cannon Wed, 16 Apr 2008 02:22:24 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-13188 I think that there is one important piece missing in your advice on Dealing with Angry Customers. One of the first things you need to do is ACKNOWLEDGE HOW THEY ARE FEELING. For example, if someone is obviously upset, they will continue on with their rant until they feel they have been heard. It is often even more important for them to be acknowledged than to have their problem solved or product replaced. It can be as simple as saying, "I can see that you are really annoyed (upset, frustrated, etc.) about this". I think that there is one important piece missing in your advice on Dealing with Angry Customers. One of the first things you need to do is ACKNOWLEDGE HOW THEY ARE FEELING. For example, if someone is obviously upset, they will continue on with their rant until they feel they have been heard. It is often even more important for them to be acknowledged than to have their problem solved or product replaced. It can be as simple as saying, “I can see that you are really annoyed (upset, frustrated, etc.) about this”.

]]> By: How To Deal With Angry Customers http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-4679 How To Deal With Angry Customers Sat, 17 Nov 2007 11:50:43 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-4679 [...] I know it isn’t your fault, but likely someone was at fault. You’re not apologizing for what you did wrong, but apologizing on behalf of another employee or on behalf of the company. This can be as simple as saying, “I’m sorry you’re having trouble, let’s see what we can do to get it resolved.” John Crickett says, “It doesn’t matter if you are in the wrong or not, just saying sorry can go a long way to pacifying an upset client. If you believe it’s not your fault then by all means don’t apologise for the problem, instead apologise for the fact that they are not happy with the product or service.” [...] [...] I know it isn’t your fault, but likely someone was at fault. You’re not apologizing for what you did wrong, but apologizing on behalf of another employee or on behalf of the company. This can be as simple as saying, “I’m sorry you’re having trouble, let’s see what we can do to get it resolved.” John Crickett says, “It doesn’t matter if you are in the wrong or not, just saying sorry can go a long way to pacifying an upset client. If you believe it’s not your fault then by all means don’t apologise for the problem, instead apologise for the fact that they are not happy with the product or service.” [...]

]]> By: BlueJAR How To Group Writing Contest | Karol Krizka http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-2061 BlueJAR How To Group Writing Contest | Karol Krizka Fri, 28 Sep 2007 15:46:49 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-2061 [...] How To Deal With Angry Customers by John [...] [...] How To Deal With Angry Customers by John [...]

]]> By: John http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-2056 John Fri, 28 Sep 2007 11:28:28 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-2056 I've seen customers behave this way too and I'd still apologise "I'm sorry you are not happy" but at the same time you need to remain firm and stand your ground on a reasonable response to their complaint. I’ve seen customers behave this way too and I’d still apologise “I’m sorry you are not happy” but at the same time you need to remain firm and stand your ground on a reasonable response to their complaint.

]]> By: Matt http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-2054 Matt Fri, 28 Sep 2007 11:13:47 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-2054 Good points here. Although I will say that being apologetic can backfire. I once dealt with a client who was angry at me for no fault of my own. But the more I tried to placate him, the more self-righteous and agggresive he became. I learned that while most people will respond in kind if you are gentle and reasonable, a bully will just be invigorated by your backing down and go in harder. Fact is, I saw some signs that this guy was a bit of a worry early on yet didn't heed them. Won't make that mistake again if I can help it. Good points here.

Although I will say that being apologetic can backfire.
I once dealt with a client who was angry at me for no fault of my own. But the more I tried to placate him, the more self-righteous and agggresive he became.

I learned that while most people will respond in kind if you are gentle and reasonable, a bully will just be invigorated by your backing down and go in harder.

Fact is, I saw some signs that this guy was a bit of a worry early on yet didn’t heed them. Won’t make that mistake again if I can help it.

]]> By: The Fit Shack http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1983 The Fit Shack Wed, 26 Sep 2007 04:03:15 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1983 <strong>Top 3 Picks for the blueJAR.com Group Writing Project...</strong> If you're new here, you may want to subscribe to my RSS feed. Thanks for visiting! When I wrote my post Contains Zero Trans Fat - Truth or Creative Advertising?, I mentioned that I had entered it into the “How To” group writing proje... Top 3 Picks for the blueJAR.com Group Writing Project…

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When I wrote my post Contains Zero Trans Fat - Truth or Creative Advertising?, I mentioned that I had entered it into the “How To” group writing proje…

]]> By: Edith Yeung.com Dream Think Act » Blog Archive » Carnival of Small Business Issues - September 25, 2007 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1960 Edith Yeung.com Dream Think Act » Blog Archive » Carnival of Small Business Issues - September 25, 2007 Tue, 25 Sep 2007 15:22:40 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1960 [...] John Crickett presents How To Deal With Angry Customers posted at Business Opportunities And Ideas. [...] [...] John Crickett presents How To Deal With Angry Customers posted at Business Opportunities And Ideas. [...]

]]> By: Roberta Ferguson » Blog Archive » BlueJar Group Writing Project - My picks http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1958 Roberta Ferguson » Blog Archive » BlueJar Group Writing Project - My picks Tue, 25 Sep 2007 14:12:46 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1958 [...] How To Deal With Angry Customers by John [...] [...] How To Deal With Angry Customers by John [...]

]]> By: Bluejar Group Writing Project: My Picks - Contest Beat http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1951 Bluejar Group Writing Project: My Picks - Contest Beat Tue, 25 Sep 2007 10:53:31 +0000 http://www.businessopportunitiesandideas.co.uk/388/how-to-deal-with-angry-customers#comment-1951 [...] How To Deal With Angry Customers by John [...] [...] How To Deal With Angry Customers by John [...]

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