Defuse Exploding Customers

"..Could you let ME finish,...and NOT only did we have to, but....of course WE did,...and I believe we SHOULD be compensated......"

If this is a recognisable conversation from a Monday, Midweek or Friday screamer, here are some tips to defuse the exploding customer. 

Tip One: Let them finish..

Let the customer get everything off their chest, it's the only reason they called, and their complaint is not necessarily, why they called, it is most likely as a result of the actions of someone else in their life, so don't take their venting personally, this is naturally easier said than done. 

Tip Two: Lower your voice...

As soon as it is possible acknowledge the client's name and mutually agree how you will address the client before discussing their complaint. You should lower your voice when speaking with an over excitable client, it is a known fact that someone's emotional self is in control when angered and their logical self needs time to regain control, so when you lower your voice the client will reduce their volume, and your soft tones will reassure the client until their logical self catches up.

Tip Three: Ask questions...

Generally speaking, your angry customer has told their story a number of times before contacting you, so they have modified their complaint at each telling, to insure that it sounds seriously 'awful'. It's important then to ask questions about the complaint, this disarms the client, who will volunteer some contradictory truths and will be happy you are interested in hearing about their experiences.

Tip Four: Listen...

In order to get to the heart of the complaint, that is to strip away the added dramatical detail, and establish who, what, where and how they were assisted, you have to listen. Particularly, to where the client places emphasis, the repeated words or theme, there usually is only one. Most of the client's embellishments will fall away when questioned and you will then be left with the actual 'complaint'.

Tip Five: The next step..

The complaint identified, you should then advise the client on their next step. You can offer an explanation and pledge to highlight their issue to the relevant parties, or advise them on the official complaint procedure. Whatever the client is advised, the key is to make the client feel that you are doing something on their behalf, so be prepared to listen to repeated information and resist hurrying the call to the end, this will only return the client to an irritated state, and undo your good work. 

And finally your call should end with the client feeling that they have accomplished something and not having any hesitation in calling you again.