Comments on: The Angriest Customers

By: Pat

Pat — Thu, 01 Oct 2009 02:38:22 +0000

@sara –

“If this were to be asked to customers at my company, we’d get unreasonable solutions from the customers which would cause them to be even more angry.”

How do you know? Many times people just want to know someone cares.

Using what the customer asks can be a basis for partial solutions, including offering an alternative solution to the problem.

By: Dealing with angry customers

Dealing with angry customers — Sun, 27 Sep 2009 13:02:32 +0000

[...] Great advice from Service Untitled about how to calm down angry customers: [...]

By: Mark Henson

Mark Henson — Sat, 28 Feb 2009 23:23:53 +0000

Nice tips about dealing with angry customers. I always wonder, though, why a company would have angry customers to begin with. Aside from the completely psychotic people (which are out there, I know), most people are angry because of a lack of focus on the customer at some point in their relationship.

Dealing with angry customers is like paying the interest only part of a debt. Eventually you have to pay off the debt if you want to win in the long term. Find out why the customer is angry and fix THE problem, not just THEIR problem, so it doesn’t happen again.

By: sara

sara — Fri, 27 Feb 2009 15:58:06 +0000

you make good points here. I’ll admit, I need to get better at lowering my voice sometimes.

However, something I disagree with is when you say
“Ask them what they would like to happen to get the issue resolved (this works really well when customers are going on and on; simply ask, “Okay, what would you like us to do to get this issue resolved for you?” and go from there).”

If this were to be asked to customers at my company, we’d get unreasonable solutions from the customers which would cause them to be even more angry.