Clothing Store: What If Customers Are Angry?

What do you do when a customer gets angry in your shop?

1) do not treat their criticisms as being against you.

They didn't mean to attack you. They just regarded you as a staff member who could represent this cold and merciless company.

2) listen to your customers.

Let them tell their positions.

This helps customers calm down and become rational.

At the same time, when you listen, you can also win some time to think about how to solve problems.

Ask your customers what they will do if they are you, and how to prevent it from happening again.

Letting customers participate can show you are a customer service person and care about their needs.

3) do not impose on others what you do not want.

Don't push customers' questions.

If you don't know how to solve this problem, tell them that you will find the answer to the problem and give them an answer at that time.

Leave your name and contact information to your customers, so you can find other problems when you find them.

4) first solve people, then solve problems.

People often have the need to vent, regardless of whether or not you should vent.

5) remember, first class.

It means keeping the customers who might have been lost, so how to get along with the angry customers is very important.

Show your urgent need to understand the customers' statements and understand their feelings.

The analysis of customers' anger is based on facts (for example, there are three errors in your report), assumptions (for example, the finished product appears to be driven out), general inference (for example, you are planning to send shallow employees, but they must not be able to do this), or mood (for example, I am very disappointed with your company).

Maintenance during processing

Customers have already got angry.

You should avoid adding fuel to your emotions.

Think about what action can be taken immediately to improve the problem. If so, focus on this matter instead of focusing on the cause of the problem.

Get to know the cause and effect of things and avoid accusing customers. Otherwise, it will be more difficult to find out the truth of the matter, and it will only get worse.

Understand the whole picture, find solutions, and keep in touch with customers. Most of them feel better when they know that their supervisors are dealing with their affairs.

When customers have problems and the company handles them satisfactorily, they usually get better impression of the company. Dealing with the customers' problems can change the crisis.

Let customers know what improvements you have taken to prevent similar problems from happening again. They will feel better when customers feel that they have a positive impact on your company and reduce other people's future similar problems.