Every day brings new challenges when you own your own business, and this month, we are going to take a look at tips and tricks for handling one of those things that everyone has dealt with at one point or another - the angry customer.
There are a lot of stressors that accompany any job, but one of the biggest challenges we face are the angry customers. Whether they appear in the store or on the phone they always find a way to make our blood pressure spike.
Luckily, like any challenge you face, there are best practices to follow when dealing with angry customers. Please keep in mind, every situation is different and some of these may not apply - but for the most part, the below suggestions are good guidelines for you and your staff to follow:
1. Remain calm
2. Kill them with kindness
3. Apologize
4. Offer solutions
5. Don't take it personally
6. Take some time to de-stress
For customers who take their anger out via the internet, typically it's best to only respond when necessary. Most of the time, it is better to let their post go unanswered, rather than getting into an argument.
If you come across a situation where a negative review starts to become a problem, talk with your GRX marketing rep about the best way to handle the situation.