How to reach an agreement with angry customers

Have you ever encountered this situation: the customer is very irrational or angry, and he rejects any rational and logical suggestions. Here are seven suggestions that allow you to gradually calm down his emotions and reach an agreement with you.

1. Cooperation

First, you need to find a point that both parties agree with. For example, "I have a suggestion. Would you like to listen ?" This is done to let him agree with your proposal, which is neutral.

2. What do you want me to do?

We usually think we know what others think. We think we have the ability to explore the depths of others' brains. Why not ask the other party's thoughts? Only when the other party describes its ideas can we truly determine and reach a solution acceptable to both parties.

3. Paper Clip Policy

This is a small technique for gaining recognition. It was told by an experienced front-line service provider. When receiving an excited customer, he will ask the customer to hand him something like paper clips, pens, and paper. When the customer delivers it to him, he will immediately thank the customer, and gradually create an atmosphere of mutual cooperation between the two. He used this method several times to effectively guide customers into a state of mutual cooperation and agreement.

4. Judo

Now that you know about him, you can seize the opportunity to reverse the situation and use the pressure he puts on you. You can say, "I'm glad you have told me these questions. I believe other people will share the same situation with you. Now, let me ask you a question. Do you want to deal with this ,......"

5. Ask "yes"

The customer asks you for an electric drill that can be drilled in glass. This is his need. If you just try to meet this requirement, you will lose the opportunity to meet the customer's needs more effectively. "Need" is the reason behind the "demand". The customer needs to drill holes in the glass because the pipe needs to be extended out of the window. You should try to meet the customer's needs-is there a better way to extend the channel out of the window? Instead of just staying at the level of meeting the customer's needs, it's not just about giving him an electric drill. We often find that the customer's requirements do not necessarily meet their needs, because we are experts and can help the customer in this respect, which is also the best place to reflect our professional value.

When you ask a question, the other party always has an answer. If you ask them why, they will tell you the prepared answer. However, only when you follow this answer one by one will they tell you the real reason and you will have a solution that meets the customer's "needs. The best question for inquiry is to ask more "why ".

6. manage expectations of the other party

When explaining to him what you can and cannot do, you should manage the expectations of the other party. Don't just tell him what you can't do, for example: "I can't do this, I can only do this ." The mistake most people make is to tell the other party what we can't do. This kind of error is like asking someone for the time. He replied to you: "It's not or noon ." Please directly tell the customer what he expects you to do?

7. Thanks

Thanks is more important than an apology. Thanks for telling you his question so that you can better serve him. Thanks for pointing out your problem and helping you improve your work. Thanks for making a phone call, you think it is pleasant to communicate with him. Customers' complaints often originate from our mistakes. customers' anger often stems from our indifference and complaints. So before he calls, he will expect this to be a tough showdown, and your sincere thanks will be much more than he expected, and his mood will soon be calmed down.