Name: Hiram Sebastián Menchú Aguilar

HOW TO DEAL WITH ANGRY COSTUMERS

Be careful with your Tone: try to sound calm and neutral

1- Apologize to the costumer.

Example:

I’m so sorry about the difficulties you are facing.

2- Show empathy

Example

I completely understand your frustration.

3- Try to fix the problem

Example

Bear with me while I look into the Issue

4- Noticed the patience of the costumer

Example

I appreciate your patience

Thanks for your patience

5- Provide assurance

I assure you that I am going to do everything I can to fix the problem.

6- At the end of the call, apologize once again.

Apologies that this happened to you

Is there anything else…

I appreciate you call, have a nice day.

REMEMBER…

 Don’t interrupt
 Don’t get upset
 Knowledge the person’s emotions
 Use a neutral tone.