Running your own business means that eventually you will come into contact with an angry customer. Their anger could be targeted at you and your business, but most times there are other factors that contribute to an angry customer. So your job is to stay calm and avoid taking it personally. Once you have taken a step back you can listen, be empathetic, and solve the problem at hand.
It’s key to let your customer tell her side of the story. Avoid interrupting her at any point, and give her your undivided attention. Unfortunately, you have to just let your angry customer vent. While she’s doing that you can keep eye contact, nod in agreement, and say things like “yes I understand”. This will show her that you are listening.
APOLOGIZE about the situation
Always be empathetic in situations like these. Understand that maybe your customer just lost her job or found out her loved one is ill. Most people don’t just lash out for no reason. Apologize to her about the situation, and reassure her that you will solve the problem, and make it right.
SOLVE the problem immediately
Suggest a resolution, but also ask her what she feels would be a good solution. Focus on the solution, never the problem. If she still just wants to focus on the problem it’s clear she wants a fight. Separate yourself from her until she calms down. In many instances, she will be more reasonable and possibly apology for overreacting.
FOLLOW UP with the angry customer
Once the problem is solved follow up with your client, and see if she is satisfied. Thank her for her business and reiterate the fact that everything is solved.
So equip yourself with ways to calm down an angry customer, and practice them before you find yourself face to face with that person. Dealing with these situations in a negative manner could mean burnt bridges and bad reviews that could damage your business. Share these points with your team members so they too can have the tools to defuse an explosive situation.