Blog Article

A consumer plays a vital role in the economic system of any nation. Consumers are key players in the market and their consumption patterns have a huge influence on the economic progress of a country. Keeping in mind an happy customer, there will be scenarios of angry customers no matter how good your business is. The best way to substitute and build a level of compromise over an angry customer, is to offer excellent customer service. Having a problem with a product/service can be frustrating. Resolving such an issue must be of importance to move your business forward.

Similarly, on a consumer’s point of view; If a phone call, email, or message does not resolve the problem, it is understood that the consumer will file a consumer complaint. Take for instance, you find yourself stuck in a problem having a retail store where your customer is angry because your product/service ruined his/her day. In such a situation achieving customer satisfaction is tough and may lead to further problems or misunderstandings.

A company’s worst nightmare would reach to a point when an angry customer files a consumer complaint at the consumer redressal dispute forum. A written complaint by the customer would place it on record and passes a message to the company that the consumer is serious about pursuing the complaint.

Here are some key points to keep in mind in order to cool the steam of an angry customer:

1. Emotional Connection

Connecting with an angry customer on a emotional level is equally important as listening to him/her and apologising. This means that you will have to get into the shoes of the customer and understand his emotional positions of the situation he is facing with the product/ service. This is the primary step of getting into the next level of compromising with an angry customer.

    2. Listen To The Situation

Understanding the cause of anger of the customer is the basic thing to be able to connect to sensitize yourself with the customer’s situation. Try and understand what was the reason for the customer to get angry and be sensitive to his problems regarding the product/ service. Solving the situation on the basis of such understanding is the best way to get your angry customer polite.

Signs That Customer Is Getting Normal

Listening to an angry customer builds an sensitive emotional link between each other and then you may get into a dilemma of whether you are going in the right direction. There are few ways of identifying your customer getting normal.

• Inquires Into The Situation

If an angry customer is identified to be inquiring more about the situation of his/her product or service in a pleasant way, it means that you are dealing with the customer in a right way possible. It can also be that the customer wants to listen to you and hear from you because you are sensitive to his/her complaint.

• Customer Apologizing & Agrees

If a customer apologizes after a certain point of time, it means that you have made him/her realize the entire misunderstanding that caused the situation. Similarly, when he/she agrees with your reasoning of the position, regarding the situation, it can be understood that the customer has turned to the opposite side of being angry.

• Customer Provides Basic Info

In case a customer provides his/her contact information, likes/dislikes on social media with regards to the product/service, it can be taken as a mark of likeness towards your product/service. It can also be seen as a positive personal experience which he/she believes is great regarding the product/ service catered.

• Customer Stays With You For Long

When an angry customer stays with you for long, then it is understood as the beginning of customer satisfaction. It also means that the situation is moving to normal and as a producer you are getting your things right. An Aftermath of dealing with an angry customer would result in a negative product review that may affect the product/service in a substantial and raise questions about its promotional strategy.