Top 6 Ways To Get An Angry Customer To Back Down
1. Apologize. An apology makes the angry customer feel heard and understood. It diffuses and anger and allows you to begin to re-establish trust. Not only that, but pilot studies have found that the mere act of apologizing has reduced lawsuits, settlement, and defense costs. You need to apologize to customers regardless of fault. Certainly, the apology needs to be carefully worded. Heres an example of a sincere, yet careful apology:
Please accept my sincere and unreserved apology for any inconvenience this may have caused you.
2. Kill Them Softly With Diplomacy. This simple phrase has never failed me: Clearly, weve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you. When you say this, anger begins to dissipate. Youve addressed the anger directly and non defensively and you havent been pulled into the drama of the attack.
3. Go into Computer Mode. To use Computer Mode you take on the formalities of a computer. You speak generally, without emotion, and you don’t take the bait your angry or difficult customer is...