One of the fastest and most effective ways to diffuse customer anger is to agree with them. Saying, “You’ve got a right to be mad,” or “I can understand why you’re upset – I would be, too” can literally stop an upset customer in their tracks.
Their case has been made … the fight they expected never happened. And, if the next thing you say is, “Let’s see what I can do to make it right,” you’ll immediately take the discussion from negative complaining to constructive problem solving.
No comments:
Post a Comment