No matter how exceptional our product or service is, we will all eventually have to deal with an angry customer. Instead of losing that customer due to unordinary circumstances, S.A.V.E. your clients with these easy steps courtesy of New York Times blogger Jay Goltz.
Sympathize
“I understand why you are angry” and “I am so sorry” will go a long way when dealing with angry customers.
Act
Follow your sympathy with action. “I am so sorry but I am going to make sure this is resolved immediately” is one of the many things that you can say to not only calm irritated customers but solve their problems as well.
Vindicate
Show your customers that their problem is an exception to your otherwise flawless product and service. If you make a mistake, own it and assure your customer that the problem is a rarity and will not happen again.
Eat (something)
Your customers paid for a good product and good service. When they get less than that, make it up to them. Whether it is a free gift, discount, or service, make sure you offer them something for their patience. Always remember- it is a lot easier to retain a customer than find a new one.
One last piece of advice. Give your clients a place to share their thoughts and frustrations with you. A great way to do this is through automated customer reviews. With a few minutes of set-up, your customers will feel more empowered with a forum where their voices can be heard.