How to Handle Angry or Upset Customers

Here’s a 5-step method to deal with angry or upset customers that is, in my experience, bound to turn an ugly situation into a positive experience, for both you and your customer.  It’s called LEAF Plus One.  This technique gives you the opportunity to turn over a new “leaf” with your customer and create a satisfied, loyal customer.

With practice, you will get to the point where you look at angry customers as an opportunity: An opportunity to create a really loyal customer.  There are several formerly angry customers that I handled this way who are now my good friends.  From angry to friendly – that’s what we all want.

L stands for Listen.

E stands for Empathize

A stands for Apologize

F stands for Fix:

Plus One:

LEAF Plus One

  reference-kr consulting

 

Six Steps to Calming and Retaining Angry Customers  

Six Steps to Calming and Retaining Angry Customers

1. Whenever a customer does get angry, zip your lips and listen.
2. Reconfirm what they just said so they know you have listened to them and understand their complaint.
3. Apologize for what has happened even if it is not your fault.
4. Tell the customer what you are going to do and how soon you are going to do it.
5. Thank the customer for bringing the matter to your attention.
6. Make a courtesy follow-up call to the customer no more than three days after the incident has been resolved.

reference -http://www.autoinc.org/archives/2007/march2007/manage.htm