September 19, 2022 – Customers can react angrily during conversations. Be it because a problem has not yet been solved or because the consultant made a mistake. With a few behaviors, the situation can be defused and a solution can be worked towards.
A customer complains. You could mess with him right now and argue about who’s right. That costs time, nerves and maybe the customer. There’s another way. Easier and more successful.
The customer must have the chance to let off steam
First of all, you should pick up the customer emotionally. Because at first he is angry and wants to be heard. Only then can the factual problem be discussed with him.
So give him a chance to blow off some steam and listen to him. Then connect with him through the phrase: “We will solve the problem”. But you have to be really serious about it.
Work on problem solving
Now it’s time to clarify the facts – and there is no standard procedure because every situation is different. Has the motor vehicle expert still not looked at the customer’s accident car after a week? Then go after it. Because maybe the insurer doesn’t pay for the rental car and the client is in a hurry to get his car back.
In such moments, do not discuss whether and who made a mistake, but solve the problem. Mistakes happen, your counterpart knows that too, but that you help him out of trouble as quickly as possible – he will remember that.
You screwed up: Nothing is quite as disarming as admitting a mistake. Further accusations come to nothing when the customer hears: “I made a mistake. That goes into my account.”
Be silent in the moment and listen to what your conversation partner says. The matter is often settled by then. Otherwise make your own offer, because small concessions can satisfy angry customers. Or pass the ball to the other: “What do you suggest?”
Take a break from the conversation if necessary
During such conversations, you are emotionally involved yourself and usually don’t appear as a “cool dude”. Or the negotiation is stuck, you cannot find a common solution at the moment. Ask to interrupt the conversation: “Give me a chance to think about this again. Is it okay if I call you again tomorrow morning?”
The quarrel can subside for you and your interlocutor. You can consult with a colleague. You can decide to jump over your shadow. Your counterpart does all of this, too. The next round will be easier.