Thursday, September 25, 2014

Five Ways of Appeasing Angry Customers

Customers can get angry or dissatisfied for a lot of reason. Unmet expectations, orders failed to be delivered on time, rude store staff or long waiting time are just some of the things that can really tick off any customer.
How To Appease Angry Customer

As you transact with different people in a physical setting or even online, there will be people who will feel dissatisfied about your product or services. Although some issues can be resolved quickly, there will be times when misunderstandings escalate ending up causing your customer to feel angry.

When this happen, it’s important to know what you should do to effectively contain the situation. When someone starts to create a scene or engage your staff in a heated confrontation, you’ve got to know how to keep your grounds and appease angry customer as soon as possible.

Here are some tips that can help you deal with impassioned customers in your wholesale shoe store.

1.    Be prepared

You will never know when these kinds of situation will happen, you may even wish it never does, but being prepared can help resolve issues quickly and can reduce any damage it has on your wholesale shoes business. Train your staff on how to give a quality customer service and design a protocol that they can follow when they encounter angry customers.

2.    Act quickly

Your ability to respond quickly and efficiently would be tested in this scenario. When there’s an upset customer on your retail store, respond quickly to assist and resolve their complaints. The longer they wait, the more they seethe.

Approach your customer and apologize for any inconvenience then let them air out their concerns without interfering. Being there and responding quickly can show your responsibility as the owner and will encourage your customer to calm down and let you handle the situation. If needed, you can invite them to go inside your office or on one corner of the store to get as much privacy and to avoid disturbing other customers inside your store.

3.    Keep the tone of your voice gentle and sympathetic

Not all customer complaints can be justified. There will be other people who would just feel unhappy over small things that may mean nothing to others. But no matter what the situation is, you have to realize that they need your sympathy and they expect you to listen to them to value their opinions.

Talk calmly and slowly to keep arguments from escalating. Showing sympathy to your customer is often the first step in resolving any issue with an angry customer.

4.    Show accountability and responsibility about the issue

When you approach an upset customer, always make sure to give your name to establish connection with them. As you hear their complaints it’s important to let them feel that you or the store manager is responsible over any issue that may happen in connection with your business.

5.    Ask for contact information

Some complaints may not be resolved right away. When this happened, you have to make sure that your customers will be updated with all the actions taken to address her concerns. Ask for their email address or mobile numbers so you can reach them once their problems is resolved.

Before ending any conversation with your customers, always ask if there’s anything else that you can help them with. Don’t forget to thank them for their time and apologize once again for any inconvenience brought to them by this issue. Follow these tricks to appease angry customers and use this experience to make your business grow and learn more about handling your dear shoppers.

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