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How to handle an angry customer

    • 355 posts
    March 31, 2011 8:02 AM EDT

    Most sales people are like runners in a race.  They only run the race to the finish line (closing the sale).  They don’t think beyond the finish line.  That’s why a lot of runners loose the race at the finish line.  Or in the case of a salesperson, the customer never buys anything else from the company because of how he was treated after the initial purchase.

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    • 52 posts
    May 2, 2011 12:13 AM EDT

    Thank you for a great tips. In addition, Approach the angry customer and ask what they are displeased with. Usually restating the issue they are having will help to calm them. For example, say, "I can understand your frustration with..."

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    • 4 posts
    May 4, 2011 11:12 AM EDT

    The best way to handle irate customer is to listen, respond and act. First of why is the customer angry either he is not happy with the product or the service he received. By listening to him will help you understand his frustration, responding correctly to his query will calm him down and by acting you will resolve his issue.

    Your thoughts?

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    • 5 posts
    March 25, 2013 8:03 PM EDT

    Handling angry customer is really quite hard and it is a good thing that you share it to us.In Finland country there are many call center at http://www.provad.fi/ that really having difficulties for those angry customer and i think they really should read this so that they learn a lot on handling about it.

    • 344 posts
    March 29, 2011 9:48 PM EDT

    Every day in the sales world, there are people that become irate and must be handled in the right way.  Many salespeople are not trained the right way on how to handle them, meaning that they are slightly trained, but when the irate call actually comes, they respond in the wrong way.  The training was provided, but the practice may not have been there through the tool of role playing or management may not have made it clear enough that handling an irate call the right way is critical to success

    Irate customers should be handled in the exact same way that a buying customer is handled!  No matter what the circumstances are, the customer is always right.  Many salespeople disagree with this statement, but the customer pays the company and the company pays the employee and therefore, the customer is boss.  Obviously, this does not mean that the customer can ask you to participate in some illegal activity, but they are allowed to get irate.  An irate customer should be treated with respect just like a buying customer would.  Salespeople work hard at obtaining the customer, but don’t always try as hard to keep them happy, and the object of sales is to not just get a customer, but keep the customer.

    Meeting the needs of an irate customer will usually calm them down some.  Providing a solution to their problem as opposed to just arguing with them is the preferred method.  Some customers are looking for a discount or even a refund, and it should be the goal of the salesperson handling the customer, to make sure every effort is pursued to calm this customer down and keep him happy.  Obviously there are the exceptions and those minor groups of people are never happy.  The majority of irate customers just want someone to fix their problem and that is all.  The salesperson should make every effort to resolve the problem and get on to the next customer.

    Remember, any negative reaction could cost you your job!  “Act, don’t react” is probably the best advice a salesperson could take when handling an irate customer and making sure that you don’t get rude with them is vital.

    Irate customer calls don’t come often if you work in a somewhat reputable company, but when they do come, make sure you are ready to handle them properly and every party involved will be satisfied.

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    • 10 posts
    April 15, 2013 8:12 PM EDT

    thanks for the tips, angry customers are really hard to handle specially when they don't want to listen to us.

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    Marsha Adams

    • 4 posts
    April 22, 2013 11:05 PM EDT

    Customer service is most important for the long run of your business. Do not argue with irate customers. Listen to them and explain politely. 

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    • 8 posts
    May 23, 2013 1:56 AM EDT

    When you are speaking rude or angry customers, it is a natural reaction for you to want to get angry in return—but you are at work and you cannot let that happen.

    be patient

    Never Argue Back

    Kill Them with Kindness

    Relieve Your Stress

    “I’m sorry you didn’t receive your purchase on time. Let me find out what I can do to make it up to you.”



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    • 4 posts
    July 31, 2013 2:08 AM EDT

    tips to handle angry customer:-

    • Never argue back
    • use your ear more than mouth
    • Show that you care
    • be patient
    • control your anger

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