Forums: Discussions for entrepreneurs and small business.

The Antidote to angry Customers is quite simple...  Don't be indifferent.  Use the power of emotion through:

1. Eye Contact - Use it - it shows sincerity.
2. Smile - Use it often - it disarms even the hardest of hearts.
3. Name - Where possible - tell people who you are and ask who they are.
4. Be a Difference-Maker - tell a joke, laugh, be human.
5. Empathy - Acknowledge emotions.
6. Expectations - Always exceed them.  Always.

When a Customer is angry is the precise time to show them that you care!

 

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Global buy sell B2B trade marketplace

I suppose from an NLP perspective you could mirror the hostility of your angry customers too. If someone approaches you all upset about something you could be upset too and tell them "what a frustrating day you're having" for xyz reason (nothing to do with them). Then calm down and see if they follow your lead (you know, the pacing and leading approach). Once you have rapport with your customer, talking business should be a little easier, don't you imagine? Do you think that approach would work well? I haven't tried it myself.

Terry@digital signage solutions