How To Handle Angry Customers

We've all been there.   You're at an airport.  You're tired.   You just want to get home.  And your plane is delayed.

With no real explanation.

How many times has this happened to you?   How many times, like me, have you stated that there is a special place in Hell for (fill in airline name here).

What airlines and other companies seem to miss is one of the most important parts of customer service – communication. 

Especially when things are going wrong – THIS is when you need to communicate the most. The worse thing you can do is ignore angry customers.

The other way to diffuse a bad customer situation is to use humor.  

Lisa Barnes at marketingfit.com has a fabulous real life example -  How to Handle Customer Complaints the Westjet Way.    Laugh and learn.

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4 Responses to How To Handle Angry Customers

  1. You’re so right… communication is the key to calming angry customers.
    With our online toy stores, (http://www.pedalcarsandretro.com and http://www.a-rocking-horse-to-love.com) we find that listening and doing our best to take responsibility and action to solve the problem can usually turn an angry customer into a grateful one.
    In fact many of our customer comments on our site come from people who were initially upset, but then were so amazed by how we handled their situation that they went away raving about our fabulous customer service.

  2. Sonia Roody says:

    Angry customers are the ultimate test for customer service representatives. Yes, communication is the solution to this problem. Ignoring them can definitely push them away from availing of the business’ products and services, which can create a negative ripple effect on the company’s market value.

  3. Mateo says:

    bruuuuuv,black girls these days are just a disgrace, this weave ting is dsenespirg I never even thought of it dat way still, like seriously why wear a next persons hair and get emotional when a man goes for the next girl not you??there are loads of good guys about but black girls make them turn bad, I know nuff guys who got turned down because they was too nice it’s only a BLACK girl or a girl who hangs around blackgirls for too long that will spend their time looking for a guy who is irresponsible to date or be with and then complain when the guy leaves or starts to treat her bad . most succesful men are wid white girls because white girls see potential and catch dem early and support dem (apart from tiger woods) black girls just see doe dats why white girls become wifey and black girls stay groupies real talk .

  4. Daniel says:

    Thank you so much NWN for putting into words the imptneot rage that that silly girl’s article left me gasping with. I’d have been flabbergasted by its stupidity in 1980, but it’s utterly unforgivable in 2010. At least now I don’t feel like frog-marching her into a women’s refuge and tying her to their kitchen sink for a week to listen to some true facts about the way some women have to live in her own home town, let alone the horrors caused by patriarchal societies globally. Writing attention-seeking hogwash must be the only way this poor little thing can get any media attention what a shame she has no talent or intelligence to rely upon.

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