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What To Do With an Irate Customer


Robby

The Midwest is known as one of the nicest places in America, but that doesn’t mean that people here in Indiana can’t get upset. What should you do with an upset customer.

If a customer is angry, remember the hear-know-fix technique. Always start by acknowledging that they are upset.

Angry Kid
© Flickr User Graeme Maclean

Say: “I HEAR that you are unhappy.”

Next, acknowledge what went wrong.

Say: “I KNOW we made a mistake. We did X but we should have done Y…”

Finally, offer to solve the issue.

Say: “I will FIX this error by offering…” (a refund, a do-over, to call a manager.)

Remember: hear-know-fix.

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About the Blogger: Robby Slaughter is a productivity speaker and expert. He is a principal with a AccelaWork, an Indianapolis consulting firm.

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Tue, November 3 2015 » Uncategorized

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