Angry customers, what can we do with them

Angry customers, what can we do with them "They are the worst company I bought!" - writes the client. Sorry, bossss! What should I write again? It 'very hard words, if some of your customers is angry and complains about your company. Read more for a look of her. Everything is good if it ends well. And until the end to be sure not to be afraid, no matter how bad it seems. Customers just want to do your best, if they complain. You can see things that could be missed and every complaint will be on display for the possibility of improving your business. Here are some tips on how to deal with complaints? Be empathetic and origin - which means that you should have a sense of the person (who does not have to do with them to do). In the process of GNP is to build a relationship. " For example, you can say: "I understand how annoying that could be ..."? Not to defend - is certainly something to say to defend - not! Why defensive help. The issue is that it is not fair, is to help a customer disappointed and repeated their purchases. ? Taking responsibility - whether it's to appeal guilty or not, you still have your business. Therefore, the "fault". The fact that the company is to emphasize the reliability and credibility. If you are not alone with the application, be sure to get out of hand by the customer in an elegant way. ? Obligations - the only way in which the customer is assured that something will be done at a given time interval. You must cancel your actions, for example: "Our team is at your place tomorrow at 15.00 clock."? Some offer first to apply for a refund - which is what most of your clients say, in case of dissatisfaction: "We want our money." But this is the least we want, because it allows your customers disappointed in your company. You have to be wiser and give them something of value for their effort and time before they ask for a refund. ? Do more - every company can do what the regular way. We are sure that you can with a little 'more. After all, the customer only wants to complain about being better, and you can use this interaction to show that is possible. ? Walk the Talk - Make sure you do what you promised. ? Follow-up - check with them, after some 'time. Phone or e-mail and ask if they have something different, and if the agreement were being worked properly. This way you show them that they care and can also be word of mouth recommendations. When finished, release the statistics as a guide: It shows that about seven out of ten complaining guests can work with you, even if you resolve the complaint in their favor.