If a customer is angry, how would you deal with them?

Question

Accepted Answer

Addressing an angry customer requires empathy, active listening, and effective problem-solving to restore their trust and satisfaction.

Listen actively: Allow the customer to express their frustrations without interruption, showing that you value their feelings.
Empathize: Acknowledge their feelings by saying things like, 'I understand why you're upset, and I'm here to help.'
Apologize sincerely: Even if the issue wasn't your fault, a genuine apology can help diffuse anger. For example, 'I'm sorry for the inconvenience you've experienced.'
Find a solution: Ask the customer what they would like to see happen and work collaboratively to resolve the issue.
Follow up: After resolving the issue, check in with the customer to ensure they are satisfied with the solution and to rebuild trust.