If your job entails working with unhappy or irate customers, you’ve got your work cut out for you. Employees on the front lines of customer service are especially vulnerable to outbursts from customers who are going through an emotional, stressful time.

Handling this type of customer takes time and training, but it can be accomplished effectively. Here are some of the Telephone Doctor’s best techniques for turning unhappy customers into satisfied customers.

GET OFF ON THE RIGHT FOOT

Realize that upset, angry customers are not unhappy with you, but with the situation. Don’t take a customer’s hostility personally. You are merely the rod that redirects the violent lightning. You can do a great deal to diffuse a caller’s anger before you ever pick up the phone or respond to someone across the counter. How? By smiling before you begin speaking. You can really “hear” a smile over the phone. It’s very difficult to be rude to someone who is warm and friendly.

ANATOMY OF A HOSTILE CUSTOMER

There are four basic steps to handling an irate customer. Telephone Doctor calls them our ASAP techniques.

A – Acknowledge the person’s feelings and apologize for the inconvenience the customer has encountered.

Make an effort to be sincere. In today’s impersonal society, it’s incredibly rare to hear the words, “I’m sorry that happened. Let me get the ball rolling to fix it.” You’ll probably spend about 80 percent of your time massaging the customer’s feelings and 20 percent actually solving the problem.

S – Sympathize and empathize with the customer.

Phrases like “I can understand why you’re upset” can help soothe ruffled feathers. Pretend it’s you on the other side of the situation. Then get busy solving the problem.

A – Accept 100 percent responsibility.

This is probably the toughest part. Chances are excellent that you had nothing to do with the problem. However, it’s your job to take the responsibility and help initiate a solution.

P – Prepare to help.

Begin by re-introducing yourself — customers don’t usually remember your name. State that you will be able to help. Use the customer’s name, if possible. This helps to diffuse anger. A willing attitude is essential, because if the customer senses insincerity or indifference, it will cause them to stay angry. It’s exasperating to file a complaint with someone who obviously doesn’t care.

EXCUSES

Never make an excuse to a complaining customer. No one wants to hear “The computer is down” or “I’m the only one here.” That is your problem, not the customer’s. When you give an excuse, the customer automatically hears, “I’m not going to help you.”

Reprinted with permission of Telephone Doctor Customer Service Training. Nancy Friedman, president, is a featured keynote speaker and subject matter expert on customer service and communication skills at franchise, association and corporate meetings. The author of eight books on sales and customer service Friedman is the spokesperson in the popular Telephone Doctor training programs. For a demo and packet of Friedman call (314) 291-1012 or visit www.nancyfriedman.com or www.telephoendoctor.com.