Angry customers r shouting at my sales staff,what do i do?

Question

Angry customers r shouting at my sales staff,what do i do?

Answer 1

Smile at them and agree to them all your fault.

Answer 2

well, first you need to ask yourself WHY they are yelling at your staff and correct that issue whether it is poor training, lack of staff, or incompetence. I taught a seminar once on how to deal with customer complaints  and no, the customer is not always right but in the service industry, we need to do everything we can to satisfy the public because without them there is no us.  for every unsatified customer, you lose 10 customers because they will tell their friends and families and they will not use your business either but for every satisfied customer, you will GAIN 10 because they again will spread the word and people will be anxious to try your services. good luck.

Answer 3

shout back them louder

Answer 4

Remember, most customers don't choose to be angry, they must be upset over something. Be glad that they are complaining and that give you a chance to address the issue.

An angry customer who walks away could be even more damaging as they might be telling another 20 people how bad your services are.

In such a situation,  try L.A.S.T.

(L)isten - Listen to your customer and acknowledge what they are saying, even if they are shouting at you. When you hear their side of the story, remember to ask them if there is anything else they like to feedback to you.  The last thing you want to do is to have a situation that the customer have not voice all their unhappiness.

(A)pologise - Apologise to the customer for their unhappiness. ('Sorry Sir/Madam that you are upset over this incident....'),  some customers will be surprise when you apologise, cos it may be the last thing they expect.  They are probably expecting some argument or explanations.

(S)uggest - You need to assess the situation and provide suggestions that can resolve the situation. You can start off by asking the customer what you can do to resolve the situation, or you can provide some suggestion.  This is usually very situational and depends on what the issue is to start with.  Your experience will come in handy.

(T)hanks - Always thanks the customer for giving you an opportunity to address the issue.  Remember,  it is better to have a happy (but difficult) customer as oppose to an angry customer who will tell anyone he/she knows about this unhappy incident.

stay cool....